Pathetic customer service and ****** funds

I have been receiving messages to make payment arrangements on my FNB account. I went to the FNB Canal walk branch on 15 January 2025, upon arrival there was no assistance from any of the staff. The branch was quiet and most consultants were at their desk but preoccupied by their mobile phones. I helped myself to a phone booth and called the FNB legal department to make payment arrangements. After a long wait, the phone was picked up by Siyahlalala, who hung up and the next call was picked up by Kgomotso. Her tone was rude and accusatory, and I made her aware that I am paying my loans as best as I can since my unemployment. She asked why I didn’t use the insurance and I notified her that I was never told about it when I approached FNB when my circumstances changed. She said I should keep the current payments that I have been making on my *** after the call, I received an SMS to make payment arrangements on my account. I was confused as I had just left the branch and spoke to someone about payment arrangements. I received a payment arrangement message on my phone on 17 January 2025, when I was checking for funds paid into my account and are not yet reflecting. When I clicked on the message, it said that there were no accounts to make arrangements for. I don’t see how FNB is living up to its slogan of (“how can we help you”)helping me as a customer when I need their help the most. When I had a job and my finances were in order they were happy to offer endless products. Now that my circumstances have changed and I am struggling yet, I am still paying no matter how little it may be FNB squashes over my dignity which contravenes the “treating all clients with dignity” clause of the FICA and consumer rights act. All I need is assistance with is 1. payment arrangements (today I sent a message in my account chat, Lydia Motale also failed to assist) and 2. What happened to the deposit into my account on 10.01.2025 because it is not showing in my account.