Cheque account query Not resolved since December 2020!

Firstly my account is being debited even though the loan is paid up. Every time I call the call centre promises are made saying they will look into the query and definately give me call backs, which then they do not! Vivi and Charlene at the call centre are the people who promised call backs and now it's almost the end of January of 2021, I am tired and frustrated now I will be going to another bank and this account will be left the way FNB has left me with no feedback or resolution to this query!!