Bad Service from FNB

FNB sent an sms saying "your December 2017 Revolving Loan debit order will be deducted on the 15th Dec'2017. If this date is not suitable, reply with your preferred pay date". I responded on the same date that the sms was sent, (Wed 6 Dec). A consultant called me to make arrangements when it would be possible for the loan amount to come off my account. I told him that I would prefer the date of 22 Dec as I knew I would be paid by then. Still the amount came off after calling and speaking to a consultant on Friday 15 Dec, again to say that the amount must come off on 22 Dec, and to refund the amount back to my account until the 22nd of December. My branch refuse to put me through to speak to a manager and keep putting me through to the loans department. I spoke to another consultant again this morning and still no joy in having the matter resolved. I have tried to call back five times since this morning and keep getting a voice message saying "we are currently experiencing a higher than normal call volume, and the message keeps getting repeated. No one answers the call. FNB are always saying "how can we help you", but clearly they don't mean it as I have not had any help at all.