Awaiting Feedback and email response!

According to my bank account I had small payment of R300 still owing on my personal loan. Its was the last payment due. the debit order was taken R499.00. that would way more taken that was due. I have contacted the personal loans/FNB customer care and FNb premier however keep getting the same email they will reply in 3 days if I cannot wait to call them...... that is firstly Unacceptable service as they deduction was 31 august 2019 and we are now today already on the 12th September so that would 12 days after my initial email. I am applaud at this ********** service yet again from the *********** bank! How long should I actually waiti for some help? how long are you going to keep my money that you have taken WITHOUT my permission? HOW LONG FNB how Long????????