Rude agent

I called with regards a personal loan that I was told I had to pay R63 to settle it and when I called to request a settlement letter, I was told that I need to pay another amount of R132. When I spoke to an FNB agent to explain why I had to pay another settlement amount, the agent dropped the line on me. Very unprofessional. She kept on telling me to call again because she did not know what was happening on my account. I shook that you would even employ people who are not able to explain their product, more especially when it comes to money, I'm disappointed at FNB