No hope for FNB

Today I finally recieved a call from Team leader Evangelin Damon. Bottom line, she is just as awful as the consultants that are in her team/department. She did mention things and questions that were supposed to have been discussed with me but weren't for a whole 6 months ( shameful and disgusting ). She went on raiding me abou settling my account instead of hearing me out. I explained to her that I am in collections myself and and want a resolution to the current situation. Instead of using the window I gave her to meet me on that level, she further went on to demand a payment despite her refusing to answer my questions on procedures and made herself look like she got the job not on merit but something else. Her lack of empathy, etiquette, patience and ability to treat my situation in its individualism explains why her consultants are assholes to customers. She went on to admit that she needs to train them further but refused to take responsibility for her department's short comings which says a lot about how FNB runs their business which is pathetic and without care even for it's own slogan it shoves down our necks..I told her numerous times that as a service provider and first point for our customers, I'm not running away or trying to get out of payment for my loan but that didn't resonate with her. After being charged 60% interest for this loan which is a total ******* and plain ****** from the bank where my salary goes in,I am furious and distraught with FNB. The next person to call me should not be from those assholes of collections but a manager from Customer retention/ support who will help me through this..... It has been over a week since I received any feedback from FNB. This is how poor FNB's service has deteriorated over time. Where is management to intervene???