Struggle to settle our credit card, FNB not helping us on the phone or in the branch

We are trying to settle our credit card. We are not allowed to transfer from Capitec to the FNB credit card account, so we couldn't settle in that way. My husband called and was transferred many times and hung up on after 20 minutes today. Then he goes to a branch. And they say they cannot help him settle his card . He must go phone collections. That's exactly what he did!!!! And was transferred many times and had his called dropped. This is terrible service.