Bad service.

I paid up my loan at Fnb on Monday the 25/05/2015 on my salary date , however the debit order still ran off my account, I waited for 3 days thinking they will reverse the instalment seeing that I paid up my account, on Wednesday the 27/06 I called collection department and I was put on hold for 30 minutes while the lady was checking if the money reflected, up until my airtime got finished , how can you put someone on hold for 30 minutes just to check if the payment reflected ? I bought more airtime and called again and spoke with Thato who told me the money won't be reversed because I didn't ask for a settlement amount, and she told me that she can only see R9000 that was paid. I paid R12440.00 and the instalment but an amount of R1381 was still debited. I called back and spoke with Kenny and he advised me to call back with Proof of payment which I did , I called Fnb again to speak with Innocentia Mpenyana, whom I sent my POP Statement but I didn't get any response whether she received it or not, I sent her an email on Thursday as a follow up, she then responded that they still busy with the process, is the process talking 5 days ? all I want is my money!!!???