Double debit

I have a big problem with FNB right now. They personal department went into my account and debited my account with money that is in arrears. I agree I missed an installement in FEBRUARY this year, but I also remember explaining to the pesron that called me in March that I will settle the arrears as soon as I am back on my feet. Today I received two messages stating that they've deducted the amount with prior communication.

I am not happy with what FNB has done, for the past 4 years I have conducted my accounts so well with them and unfortunately I was in a situation in February that led to most of my debits to be unpaid. I am requesting a refund so that when the insurance comes to debit my account they find money. I have just changed my car.

I have never given FNB any reason to doubt me, we all go through rough patches once in a while and as my bank I would expect me to understand. I am really not happy and I am requesting the refund.

Unfortunately I spoke to a very rude supervisor that did not even want to listen to my side of the story. No one has called since March to discuss this. Why would I make noise if someone called me because if they had I would have told them not to debit the account. I am angry because there has been huge lack of communication from their side and now they're treating me like I am so piece of trash!!! What happened to the slogan - 'How can we help you?' what happened to the values of making your customer happy and satisfied? Or do you only recognise when the customer has money and no problems?

Does the law even allow you to debit without the customer's consent? Right now I need you to live to your slogan and help. i have been banking with you for alomost 10 years. I am not even going to mention that I was on the phone holding for almost 45 minutes!!!!