Covid relief fund

What's the point of having a private banker if they never get back to you. I canceled my covid loan and paid everything I needed to in one lump sum, have the confirmation email to say everything has been paid. I sent an email to my private banker as the loan had not been removed from account and strange things were starting happen. I wake up to me being charged for the loan this am, for the amount if I had used the whole loan, which I didn't and I've paid what I did use. Would be great if someone from FNB actually responded to my emails.