Pathetic service & no action on emails sent

The service I have been receiving from FNB(Loans department) for the past 2 weeks is so pathetic, even when you send emails for their action they don't act, I have been trying to call the Personal loans department for 2 weeks now, and all that happens is that no ones picks up till it eventually automatically hangs up, I need to settle my account & make proper arrangements on my other account, what is worse I have since cancelled the covid relief loan in April 2020 via email & by phone but its still active on my profile, for the amount of bank charges I pay this is nonsense