Angry customer?

My partner an i had an issue with a loan mistakenly taken,I wrote to hello Petter on the matter which was attended too by Fnd .They said they would reserve the loan a day back an we should go an check the statement we checked it a day after the day given only to find that the amount of loan still reflects on the acc??.And in our understanding of as much as R1 is used in the R7000 (loan money) it will be paid in full with interest.Now I want to understand that if a customer reacts as quick as we reached as to making the bank aware of the error but the bank still doest take back their money why should it want to blame the customer?FNB please advise us in what do to get help ********** 624