JUST HORRIBLE SERVICE

I'm trying to get a settlement letter from FNB for my Call Direct Personal loan account and I'm sent through 4 departments, after 35mins on the phone I always get cutoff. I called again and have been on the phone for 58 mins, I get told to hold on and nothing happens. It feels like a damn cat and mouse game. They know how to collect money but NEVER when it's for the customers.