Total incompetence

On Wednesday 13 May, I went to FNB in cradle stone to enquire on the outstanding dept on one of my accounts. As I'm under dept revue I'm trying to pay off my accounts as I get some extra cash. The lady at the branch told me my acc is with legal, she can't help, legal said its with dept revue, they can't help, dept revue said it's not with them they can't help. So after about an hour I still can't settle my acc. Because FNB do not know where my acc is or how much I owe. Please can someone explain how a big bank like FNB cannot be able to tell a client how much they must pay to settle and close an account? But I'm quite sure if I do not pay them at all they will be able to find how much I owe them. It was a definite case of we do not want to help you. FNB is quick to hand you over to legal or to try and cancel ones dept revue when you fall into some trouble and can't pay them. But when you want to pay they are unable to tell you how much.