Terrible customer Experience

My account was put on debt review in error. the company that did this sent out communication to the credit bureau. for some reason which is unknown to me FNB then cancelled my credit card facility and converted my credit card. I was called by the credit card collections department. who told me that I owe the bank R13000. even though she could clearly see what had happed to my account she advise that there was nothing that she could do. I need to pay that R13000.she then dropped the call saying that if I dont do what she is telling me then she would block my account. I need assistances in having my accounts reinstated as they were. when I call the call Centre agents just drop the phone or pretend that they cannot hear me.