Pathetic customer service.

I sent your social media liaison a message on the 4th February and as of this moment 5th February 2:03pm have still not received a response. I requested more information on how to settle my loan which I have with FNB. I see it as an account on Internet banking and just need to know how i go about settling the amount stated on there. My wife and I both have loans and I will be settling both of them. Please contact me urgently as right now your service has been poor.