Team leader at FNB ..really

I have an existing load with FNB, and I just wanted to do a top up loan for an extra small amount on my existing loan, I have done this twice already with ease, and on the phone, where they score me and they make the money available immediately, today I was on the phone for 40 minutes from 8 in the morning till 8.40, even spoke to a team leader, who I dont know how she got that title, she kept me on hold for almost ten minutes, and had a very bad attitude as well, please listen to my calls if you can, I cant understand why this is so difficult, I was transferred 4 times, from sales to exisiting loans to new loans, sales cant pick up my current loan, this rude team leader works at exisiting loans, please fire her, she is not team leader material, please get somone who is senior and willing to help me as knowone can pick up my existing loan and which department it belongs to this is hilarious