Bad Service

I took a consolidation loan from the African Bank.The money was paid to FNB on the 18 of August 2022.The money was reversed back to African Bank on the 23 of August 2022.i went to African Bank at Diepkloof Square.The agent told me that I must bring POP.I called FNB and they sent me the proof of payment,took the POP to African Bank at Diepkloof Square.The agent sent the POP to costumer service,got a message that the matter is being reviewed will get response in 48 hours. I haven't been getting any response from African Bank but instead money is being debited but the reversed money has not been deposited into my consolidation loan to reduce monthly installments. I have even called customer service numerous times.I finally sent the POP to one agent by the name of Ayanda.she promised to help .She has not come back to me.I have sent numerous emails to her but no response