Poor Service

I'm at FNB Bank eastrand mall branch. I am here to settle my loan account. They gave me a phone to speak to their consultant. The phone keeps switching off , it's been 25mins now doing the same thing. When I call the their employees they look at me and just pass. One lady keep coming back to dial the consultants again. I have to start the process from the beginning. Right now, I'm sitting in this quiet room and no one is attending me. I'm really not happy with their service. My time is being wasted. I just want to settle my loan account and leave. Why are they making things so hard.