BAD SERVICE FROM FNB

I had a personal loan and the Covid relief loan with FNB I settled them on 13 October 2020, on the 15th they deducted the installments I understood because I settled only two days before the deduction date, i called to notify them of my due refunds and i was refunded on 21 October. my problem now is with the covid relief loan i was owing R 24000 i paid R27000 but i was only refunded R514,30 and then i called again to enquire i was told to wait again for 5 t0 7 working days, this is totally unacceptable, FNB is not treating us with ubuntu and they are not service some of us well