Flexi bond

We have had a flexi bond option on our homeloan for the past 4 to 5 years. Last year December our private banker phoned informing us that the debit order date will be sooner due to the holidays, she was confirming the new debit order date for December 2016 which was confirmed. Whitin minutes an amount of R7395 was reversed back into our Fnb cheque account. The date on which the debit order was confirmed was due but no payment went of the cheque account. When we phoned homeloans deparment we were informed we were in arrears for 2 months as November 2016 debit order never went thru after invetigation from Fnb side it was confirmed the private banker reversed the payment from November 2016 and never indicated when December 2016 debit order must run. We paid both installments immediatley after this incident. We were not informed by any one that the flexi bond stopped due to not payment. We re applyed this month September 2017 and it is activated. But the problem is the surplus for the last 9 months is not available due to a mistake that was not from our side but from Fnb itself and the private banker. I need this matter to be sorted out as we were not informed it was stopped and when we phoned homeloans we were informed it was due to unpaid debit order. I want this mistake to be rectified aswell as the surplus amount we have been paying without knowing it was stopped. This account needs to be rectified immidiatley.