Personal Loan Matter transferred to FNB Life No Help

I texted my service suite using the FNB app this morning requesting personal loans I was then transferred to CCR Arrears which I was then transferred to FNB Life insurance, when I asked Barbara why I'm being transferred there was no reply. She didn't say why she cant help me or how will FNB life help me. I ended up not getting any help at all on my personal loan matter. Bad Service!!!