Always no response from fnb till taken to helo peter

Sent a query asking about my revolving loan account, I made a payment of 1300 on 10 October and on the next debit date 25 October after the monthly repayment was taken, I don’t see my balance going down. I sent an email to query as to why is it only reflecting on history but not reducing the loan, I was advised by one of them managers to pay extra amounts so that my balance can reduce quicker but no it didn’t! I also don’t understand from my smart account there’s an amount of 1250 that seems to have been deducted but I have no idea where it went to as it does not reflect on transaction history!