Worse SAd service

Fnb I logged a complain and Lauren Lee from loans called me they can't help me. With the temporally request to reduce my payments due to the fact I can't send them a letter from employer but I have explained it's a new job I got after I have been retrenched i don't have a letter my loan can show fnb have been paying for me now will be back to normal end April. Fnb says we should call when we need to make arrangement but they failing us as clients