Loan Account Settlement / Bad service

I have been requesting for a manager at FNB collections to contact me and the agents all tell me there are no managers for me to speak to. they are always busy, always in meetings and sometimes not at work. I just spoke to Millicent Morema from collections, her attitude was appalling. first I had to beg her to speak loud enough for me to hear her on the phone but even that she refused. She had a no care attitude and did not bother to assist me. I asked her for her manager, she advised he is not at work, I asked for his name and she advised that he is Mlungisi Ngubeni. even for her to spell the name and speak loud and clearer was a mission. I then asked for the team leader, she advised that he is also not at work. I asked for the Team Leaders name and once again she told me " I just gave you the name" so i asked if Mlungisi Ngubeni is a manager or team leader, with her stinking attitude she advise he is both manager and team leader. I have a call recording between the agent and I which I want to forward to you and your Ombud to listen to the poor service i received. Your logo says how can we help you? yet when put to practice is not that at all. This shows me that FNB does not care about their clientele, that is why the agents all have a no care attitude. I have been explaining my situation to all these agents that I received a letter from FNB to settle my account but I can not afford even that amount. The response i get is sorry for you, we can not help. I want to know is there REALLY no one at FNB that can Help me? Is this the end of the road for me? Is this how you really treat your customer or should i approach the Ombud for assistance? There are so many people who do not pay their accounts yet I am pleading for settlement yet no one willing to assist, I have R40 000 to settle my loan account and I am asking your assistance for higher management to approve.