Appalling service

My fnb funeral policy debited twice one went off successfully and second that was incorrectly debited bounced left my account in excess then I called fnb life they confirmed I was not in arrears debit went off successfully however they then referred me to personal accounts to fix my account spoke to Marcus in the call centre at Easy suite who needs training for listening with empathy guy repeatedly asked me what do I need him to do as it's in excess mind you I'm former staff particularly call centre and process would him to ask must I reverse or provide me with your details to look if he needs further clarity so I'm so appalled how our champions are not happy to help this is so unacceptable