Followup on charges I'm being charged for my loan account even though my credit life insurance is paying loan

Gooday I write a review about a week ago about Fnb and the weekly debit orders they deducting and because there's no money in the account d.o bounce and I'm charged R110 weekly even though my credit life insurance is covering the payments. After the review Fnb rep**** within 5 minutes with a reference number and promising that an agent will contact me within 24 hours. Its been a full week and still no Fnb agent has contacted me but an agent just called me now to ask when will I be making a payment on my account. I'm like really confused right now could someone pleas explain to me how this is possible,and how do I deal with this.