POOR SERVICE

I am trying to get hold of FNB with regards to my personal loan being in arrears. I have not missed one payment. Last month my detailed balance said 1 term remaining for payment, today was my last payment(25/03/2020)...debit order went off. My detailed balance is now showing me 3 terms left and still an amount in arrears. I tried calling them and waited for almost an hour until my call was finally answered, was put on hold and then the call dropped. This is very poor service!!!