Broken Promises

I have been an FNB client for around 6 years now and recently I have started using personal loans from them. When I went to pay them in full this month due to an issue in the app where if you have more than one personal loan you can not differentiate the two accounts when selecting to transfer money to them since they just say ploan account twice in the menu I ended up transferring the full amount of one of my loans into the first one that I already paid. The account showed the extra money go into it when I clicked on it however the balances remained at R0. When I tried to reach out to FNB to fix that mistake it took 5 separate emails sent days apart and 3 phone calls all of which I ended being hung up on. When they did finally email me back they apologised for the delay and though that would be it they said they would resolve it in 48 business hours at least it was sorted and I would have left that at that. Now given this email was sent on a Friday morning I knew it most likely would be resolved till the Monday but when I check on Tuesday evening nothing had happened and extra cash had been taken from my account for Montoya fees adding to the loan balance even though the email that responded acknowledged the amount I was paying to both loans was the full repayment. When I tried to phone support I was once again hung up on.