Disappointed

I went through so much trouble to request that my debit order for my loan not go off earlier this month ( a request I didn't even make) , just trying to do this was a horrible experience in itself but eventually someone Contacted me and said this won't happen and even confirmed via email, then on the 17th of December FNB deducted the little money I still had for the month and there was also an unpaid debit order that went off. I am trying so hard to pay off everything, never missing a date, even paying extra when I can and this is what FNB does I am so extremely disappointed and infuriated, I emailed them 2 or 3 days ago and still haven't heard anything, this is appalling.