Unable to understand ENGLISH - Rude, Arrogant and Irritated Staff

I had a simple, very straight forward question. Being a Gold Cheque Account holder, I called the Gold Desk.... Well, the people don't understand plain English and every question I DIDN'T ask was answered. Then I had to deal with absolute rudeness and arrogant manners. I had to repeat this process minimum 3 times?

I then called the Online Banking department - they answered by question, after my having to tell them that I am not wanting to know about the savings accounts linked to my profile, I am talking about by cheque accounts. I even gave account numbers, but still I was given answers on my savings accounts. Eventually, I was answered.

I then wanted to talk to the person in Online Banking to the mess I had to deal with "I don't listen to complaints"

Called the complaints department, spoke to a Zenolia there, who took the query down, I asked her about another issue I had that FNB still has not resolved and she then proceded to put the phone down. Called the manager - not much to be said either.

So, I can deduce that the complaints are not dealt with and the people you have to deal with cannot speak and understand plain English and they get irritated with you because of this and don't you dare say something wrong about the staff at FNB because the person you are complaining to will get rude and arrogant with you.