FNB and DIRECT axis are colluding

I currently bank with FNB and they wont reverse a debit order for a settled loan account . on the 28th of August i settled the direct axis loan through a consolidation loan.

the amount that was paid to direct axis was more because of the total amount that appears on credit bureau was more than what I owed. I was told i would have to log a refund in order for them to settle and close this loan. I logged the refund and i was told to submit a proof of payment. I sent the proof of payment from nedbank which shows the total amount paid into the loan account.

it's been over a month since the amount was paid into the account but the loan has not been settled. I'm being debitted the monthly installment , same interest and fees are being charged on the account but its been paid extra.

I have sent the proof of payment multiple times , the amount is reflecting on the loan account but they still say the proof of payment is invalid. Please help

FNB wont reverse the transaction because of their agreement with Direct axis but we are suffering as the FNB clients , who can protect us from all these **********