Disappointed with FNB

I had personal loan with FNB, so when covid started I submitted all the documents asking for a payment break bt unfortunately they handed over my account to ismal attorneys. They called you and made the arrangements with them until I finish th loan with them last year November 2023. The problem stated when I ask for the paidup letter with no luck and the continued to debit my account. I called the attorneys to ask them to stop the debit order the it was stopped January when I ask for my refund they told me that they can't assist me I need to contact FNB, when I contact FNB they send me back to their attorneys saying the account was handed over to them. I tried again on the 2nd of Feb to contact FNB for my refund and the paidup letter I spoke to a lady called gugelethu Mavuso who ask me to email my bank statements so they will check and I will be refunded in 2 days. I waited no refund was Don then I called again on 8th of Feb I spoke with the guy called Sandile and he told me that I should wait onother 3 more days cause the lady told me wrong Information. Still the refund is not done up until today. Very disappointed with FNB and their lawyers 😒 😕 😑.