Lack of knowledge

I phoned FNB this morning and I was put through to Cecilia from Smart Spend Loan and I was asking a simple question regarding paying off smart spend and revolving facility with a personal loan, I am confident that she does not listen or she did not understand why she is employed at FNB. She kept on telling me about debt consolidation yet I wanted to know if it will make a difference or will I save instead of paying 2 debts. Despite not mentioning about debt consolidation she kept on informing me about it. I am beyond defeated because now I am forced to go to the bank and go ask such a simple question and difference. I can pay any debt the least she could do was to go to my bank so she can understand what I was talking about.