Poor customer service

I have personal loans with First National Bank (FNB). I have been calling the call centers since the beginning of August. I have called 4 time since the beginning of August and still have not been help. The service at the call center is very poor, when I do call the agent makes me hold for about 20min and the call is at my cost. After 4 calls to the call center I have not been helped. I have also spoken to the assistant manager at the call cente. It does not seem to make a difference. This is very frustrating.