Bad service from FNB Home Loans

I have paid Extra funds in my FNB home loans. I sent an application through on the 24th February, 7 days later I get an email requesting I sign the debit order authorisation form which I didn't understand as I already pay through debit but I did and submit on the 9th march. To date I still don't have my money, I am being told the matter has been escalated.