THE WORST SERVICE EXPERIENCE!!!

There is no way that there is a QA department at FNB. I have been calling to obtain a settlement letter which has been nothing short of a nightmare! From calling and having a baby crying in the background and trying to be empathetic about it to consultants hanging up on me numerous times. It seems like consultants are trained to hang up as soon as you ask for a team leader or a team leader's name and surname. Are consultants not trained basic customer service and complaints resolution????