Poor Service - FNB

I have been for the last 6 hours trying to get a settlement amount for my homeloan. after 4 Hours I was told that I can not get a settlement amount as I am on debt review, WHICH I AM NOt. I have been for more than an hour waiting on Secure Chat For Gillian to assist me and I keep getting told that she will be with me shortly after one hour. FNB you need to have a better system in place i can’t even access a settlement letter because of this Debt Review status. yet every month the debit order goes off my husbands account for the home loan and our account is up to date. Not acceptable