Total Ignorance on customer's requests and no sense of urgency on any type of problem .

Last week I posted a review on FNB because they me do hide and sick and playing with my valuable time sending me to their branch and also advising me to send an email to their team of consultants asking just for the settlement letter, up to today I have not yet received anything, on Friday I decided to call them again just to do a follow up on my side but I was cut off while I was still talking to one of the consultants and they never bothered to call me back so that we can resolve this problem, so even today I am still sitting with one problem, I really don't know what to do anymore about this matter, I don't if they want me to keep this debt up until when because I want to pay it off but they don't allow me to do so by not telling me the right person to assist me.