Disappointed and frustrated FNB

Good day. Without consenting my fiancé, I took out a personal loan. We both thought it best to cancel the loan. You are allowed to cancel within a few days. I paid back the full loan amount and was told that the initiation fee will be canceled as well. I was not told that I had to use a certain reference code when I do the reversal. The money was then paid back into my account again. I went to the bank, with the help of a very helpful lady we phoned FNB again and the money was reversed into FNB’s account again, again with the promise that the initiation fee will be canceled within 5 to 7 working days. Two weeks went by and still no cancellation. Best of all, they even deducted money from my account! I phone again. This time I am told that they are on a back log and my money will be paid back and the initiation fee canceled within 5 to 7 working days. More that 7 days pass, no money put back and no cancellation AND a notice of how much money will be deducted the next month! I honestly have waited and been patient for way more than 5 to 7 working days.