Pathetic service

I've been dealing with agent Glen at Hammond regarding an FNB account that was settled with an amount that was quoted to me by the agent, payment was done on the same day just to discover later that I still owe a certain amount to FNB -This matter was immediately brought under the intention of the agent at Hammond & Pole who them promised me telephonically that this isn't my fault due to the mere fact that I have settled the account with what was quoted to me and therefore they will communicate with FNB to have this written off. I've been liaising with Glen and his Supervisor Theunis Botha for the past 10 months to get this sorted but today this matter is still unresolved. With emails sent to the two of them and till today no response from them. Is this how all their clients get treated???Today (05/10/19)I've tried to call Hammond & Pole and ask to speak to Glen & Theunis the lady operator told me they both on lunch(conveniently), I then insist to speak to a Manager but was told he/she was busy, I again insist to hold but to my surprise she hang the call up on me. Isn't this suppose to be a professional environment? And is this how they treated all their clients? If I don't get a response from them I will definitely report this matter to the Ombudsman?