Poor service

I have a credit card and personal loan with FNB. I want to settle both accounts. I have been trying since Friday the 6th to get through to the settlement department without success. I contacted FNB through Twitter and was advised to send the request fro settlement amounts through email to the card division and the personal loan division. I did so on 10 November 2020 in the morning. I have still not been rep**** to or contacted in any way. I think it is quite poor service from FNB because I get through to their agents every time i call in but as soon as I tell them it is in connection with saving my money and not for them to keep earning interest through me, my calls get transferred to queues that haven't been allocated agents or are understaffed precisely to frustrate us until I hangup the call and FNB earns another day of interest from me.