Poor customer service

I have paid all my accounts and I've submitted all the paid up letters except for the FNB paid up letter. On the 16th of July I sent my paid up letters and proof of payment from FNB because it wasn't ready and Ntombizandile Thyulu replying on the 19th saying they've received and filed my paid up letters. I was surprised on the 25th when they deducted full installment because I paid and provided them with proof. I called for a refund and I was advised to send an email because the funds are not yet distributed to creditors, I sent an email but there was no response until I contacted FNB to do a follow up on a paid up letter and they advised that my account have a credit balance that need to be refunded instead of reversing my money to to my account they paid FNB to complicate things. On the 3rd of August I called Debt busters and I was sent through to Amanda Mayo she asked for my bank statement so she can send to FNB for a refund and promised to check where did the other funds went to because my accounts were paid up. On the 11th I called to check if she has any feedback as she doesn't respond to my emails she rep**** via an email saying she will do a follow up on Monday as FNB turnaround time is 10 days, but no feedback until today. I called today couldn't get hold of her. Its very hard to get ? to your customer service have to stay on the line for more than 10 minutes.

All I want now is my money and clearance certificate so this nightmare can be over???