Why Even Have A Call Centre

What a day, this morning I tried to phone FNB to query my FNB Revolving Loan. My debit order went off, but I can see online i'm in arrears + I received an e-mail saying my account will be sent to legal. Here is the service I received today to follow up on the alleged arrears.. I was transferred around to 5 different places so I decided to phone again later. I phoned again 10 different people later, the consultant keeps me on hold for 17 minutes and tells me I definitely missed a payment they just cant see where.... ? WOW. So I told the lady I will be contacting my lawyers. I get back to desk and read my e-mail, all off a sudden FNB says 'dear customer' ignore e-mails and sms your account is not in arrears' Therefore shocking customer service experience, very disappointed in how they treat long standing customers!