Self serving call centre agents

I have been experiencing unwillingness to help from the consultants on secure chat and over the phone. I have an issue with Home loan arrears. Home loan department transfers me to Collections and collections transfers me to Debt Review, Debt review then sends me back to home loans. This has been happening over 2 months. Today I decided to try and resolve this again on secure chats. Thamsanqa from Home loans transferred me to Nompumelelo on Collections who then transferred me to Natalia in debt review. All the agents did not even ask me to provide details so that they can go to my account. I have assumed that chatting on Secure chat gives them access to my account as they are able to name me. Natalia gave me the Home loan number to call. I made the call today 23/10/2025 at 11:47 The agent was Noma Gumede (I am not sure about the last name. She then transferred me to Home loan collections, I did not get the agents name. If quality assurance can be done on the 2 calls you will hear how badly I was treaded, without being listened to or even advised on what to do . I tried to explain multiple times that transferring me will not help as I have been through this before. Both agents had no patience, also did not ask for my details. When I asked the second agent if she has access to my account she said I didn't tell her to access my account and dropped the phone. How am I supposed to know that I need to initiate access to my account? How can an FNB agent assist an FNB customer without accessing their account? I understand all calls are recorded and I need access to the calls and for quality assurance to be done on them. Thank you to Ayanda Smith, a home loan consultant that was willing to listen and direct accordingly.