Poor service

Took loan with fnb for my late sister I lost my job I found job I went to fnb to make arrangements with them I paid all the money but now they can't send me paid up letter every week they tell me 24 to 48 hours Or if I call I'm being transferred from 1 agent to another without being notified where are they transferring me and why I'm even wondering if they is QA coz I don't think their calls are being monitored let alone their poor service