HORRIBLE CX IN THE WHOLE WORLD

I have been calling FNB (Accounts, Legal and/or Temporary Loan Department) for 2 weeks and not getting any asssistance. This is regarding a temporary loan i took 4 years ago and could not pay it due unemployment, it was handed over to their legal team who also failed to collect the outstanding funds as I was unable to honor the repayments due lack of funds. I however want to pay and close the account however I am unable to reach their loan department. I honestly want to clear the debt and have it removed on ITC. This is my last resort.