Personal Loan Account

Good day<br> <br> I called FNB Personal Loans Division to obtain settlement on my Personal loan account which I took out in June 2014. I have never skipped a single payment since the inception of the loan account. In January 2015 I was informed my outstanding balance R34 981.50 and today 21/09/2015 is sitting at R32 014.49. I was assisted by a call agent named Angelique who I didn't obtain her surname, the lady was more willing to assist me but she could not assist me any further as a result of her not having all the answers to my queries. <br> <br> Our call lasted for more than 45 Minutes, in between the call she advised her Superior/Team Leader was busy on the call hence she couldn't get her to assist with my query. She eventually informed me her senior was available and ready to take my call and assist me further that's when I was transferred to her Team Leader who terminated the call. <br> <br> This kind of service I do not expect my the institution that I bank with and one that I have always have had high regards for. It's totally unacceptable for a person who is tasked of managing staff members to terminate calls that are being escalated to her to resolve queries in an acceptable manner.