Poor Service and internal Department Knowledge and not being able to assist.

I called FNB to try and get arrangement letters for my accounts that are in an arrears and is reflect negatively on my credit score and I am not ashamed to say so as covid was a thing and was affected by it financially. I am looking to get an apartment closer to work and cant due to bad credit check and all want to see the arrangements I have with the bank. Now my problem comes in when you are redirected to 7 different departments such as Private clients, risk, collections, loans, easy accounts etc and just end up getting sent through to where you first started. I was cut off several times given all kinds of numbers to contact to list all *** *** *** *** ***

Wasting R140 airtime wasted with no one able to assist with this. Very poor service and very poor knowledge of their own internal department structure. They are very quick to call when you are in arrears but they cant even help you when you need something from them.

I was promised that I would have answers by end of business yesterday as they opened a case, with the agent Phindile helping me. But nothing(was skeptical). I am in urgent need of those arrangement documents to prove I have been paying the account as it would justify what the credit check looks bad for those accounts to be able to show landlords I can afford the place but FNB's poor service is making it impossible and expensive to go around in circles on a call and not get any results.