FNB BANK TERRIBLE SERVICE

I have been banking with Fnb bank for 6. Years , I have always loved they speedy service and great customer care ,however sadly they service has come down ,in a very bad way ,this passed few months,I have a loan Account with fnb , I received an offer to pay off a double debt within 6 months for an amount of R562 ,FNB does not honour that agreement ,double debits my account for both months fees ,and still takes of the instalment amount ,HOW CAN THIS EVEN HAPPEN ??? when I call the customer care no one can assist I keep getting transferred to different people ,since last week Friday till date no one can assist me ,bank charges get billed very fast ,on the account ,money gets taken out asap ,but when we have a query ,no one has done anything ,this is our money , we work hard for ,but so easily a bank we trust can do this , I’m telling you ,Fnb bank is not the best bank anymore , I am going to cancel my account and move to another ,bad bad customer service ,bad fees , absolutely horrible service .