Payments not processed on my loan account

I wrote a complaint two weeks back about FNB processing repayments on my loan account. The gentleman that called me had no clue of what he was talking about, he never looked at my account before giving me a call. Till today payments for the past 2 months have not been processed. FNB's poor service is really inconveniencing me as this has a potential of affecting my credit profile. Can someone who really is working on assisting people give me a call instead of allocating our incidents to someone that his job is only to close our calls.