FNB allows their lawyers to **** clients

Three years ago I took out a cellphone contract with FNB ,I unfortunately lost my job and was unable to make the payments . FNB handed me over to their lawyers .I started making the payments consistently from last year never missing a month . I was finally nearly finished with R41 owing . Instead of debiting my account for the amount owing I was debited R541 . Now both companies are telling me because of lockdown and departments working from home they won't be able to process my refund or reversal . How convenient that your lawyers get to do what they want on your clients accounts with no repurcussions