Extremely poor service from First National Bank

It has been over a week now and First National Bank has still not resolved the major problem with my wife's account. We had someone phone my wife then contact her via email, but still FNB continues to try and deduct money from my wife's account and send emails saying that her account is in arrears. She still hasn't been refunded the money that was taken out of her account since February 2021. My wife just wants everything resolved and her money paid back