No Help from FNB

When I logged in to my online banking profile last week I noticed a personal loan for R292000,00. Since then I have been trying to get through to the call centre to find out what's going on however I hold on to the phone for up to 10 minutes at a time with absolutely no answer aside from the automated responses. I am certain that I have never taken a loan for that amount so I am trying to get to the bottom of it. I also contacted a banker at FNB hoping she would at least refer me to someone helpful however all she did was reply she wasn't working at the branch and I should contact the call centre...I did explain to her that i could not get through to the call centre. It's ridiculous. I need to know why there is a loan in my name!