Useless FNB!!!!!!!!!!

Good day to who it may be considered

My Wife has 2 loans with fnb and smart device account

we were handed over by fnb to a company to collect the outstanding amounts

they never told us the outstanding amount we tried phoning and then according to fnb my wife don't pass the security questions but this is her account

we want to make payment arrangements but fail to get hold of them

we don't understand why we need to pay fnb and the company we were handed over to

I send email to make payment arrangements to try and settle this matter