The worst service recieved, FNB is pathetic at customer care - a consultant placed me on hold and im still waiting after 40minutes for him to come back to the call

I cancelled a loan and called the contact centre for a letter as proof of this. The consultant placed me on hold for over 6minutes only to inform me that he will send a paid up letter. I advised him that I did not pay up the loan and that it was cancelled because it was done in error, he reverted to inform me that I made the error and I responded that it does not matter who made the error or if it was even intentional and that FNB policy states the customer has a certain timeframe in which to cancel a loan so if this is the case and a loan is cancelled then surely the customer has the right to receive proof thereof in the form of a letter. He could not advise me of the actual wording in the paid up letter only that it will state my loan is paid up BUT I informed him that this was not what I need. I need a letter stating that this loan of R50 000 was cancelled and not actually utilised by myself etc etc. a paid up letter will prove that I in fact took the loan and then paid it up BUT this is false information as I cancelled it meaning the funds came into my bank account and went back to you without me touching a cent of it SO NO I DID NOT PAY IT UP BUT RATHER CANCELLED IT SO I NEED A LETTER STATING CLEARLY THAT I CANCELLED IT. just an fyi I'm writing this review because I'm currently on hold for the past 12 minutes and counting waiting for this consultant to escalate this matter to his team leader, my current call time is 35minutes and counting ( not exactly sure how long I will be holding as no one has the decency to at least just come back very few minutes to thank me for holding and advise me that I need to hold a few minutes longer. Another concern is that I need that letter within today still, I cannot wait 24hours as a cancelation letter was supposed to be sent to me immediately as soon as the cancelation was complete, we are in 2019 with advancing technology and I'm sure generating a letter does not take a hole day. just so you know how frustrating this is I'm still on hold, no one has gotten back to me the call length is now at 43minutes so WOW FNB WHAT A GREAT CUSTOMER SERVICE EXPERIENCE THIS IS FOR ME... SERIOUSLY IF THIS IS HOW YOU TREAT CUTSOMERS, I DON'T EVEN HAVE WORDS RIGHT NOW TO VENT MY FRUSTRATION, so pardon my sarcasm !! I wonder how long you will take to respond to this complaint because based on my experience with this current call I doubt that I will receive feedback soon as it is clear what you think of your customers... by the way I am still on hold, the call time is now 52minutes so I guess I am forced to drop this call and ??? do what call again just to waist another hour of not getting assistance. THIS IS PATHETIC BEHAVIOUR FROM SUCH A REPUTABLE COMPANY I CANT BELIEVE IT I AM STUNNED. okay so I tried but its been exactly 1 hour that im on the line and out of that I have been on hold for over 40minures of the call so im going to have to drop this call now as I have other things to do and im hoping this review will get me the assistance I need as I am not getting if from eth contact centre ( IT BEGS THE QUESTION- WHY DO YOU HAVE A CALL CENTRE ?