FNB cannot or will not assist

My wife is under debtreview. We requested settlement letters for almost 6 months. Finally received te settlement letter and made a payment the next day. I had until the 18th to settle the account with 20% discount. When I wanted to make the shortpayment of about R1600, they informed me, no I need to pay another R9500 to clear my name because of my personal loan. A personal loan I never app**** for and paid into my account the same day I paid the settlement amount. After hours and days on the phone and at different branches, they finally explained that they converted my overdraft to a personal loan. Please note, the settlement included the overdraft! But thats no problem, I have a positive balance of R3500. I can use that to the loan and settle the difference...?!

Next problem. We received a email confirming my actual personal loan is paid up, but after several attempts to get the paid up letter, I suddenly need to pay another R500 because it is not paid in full. Even though I paid the exact amount provided on the settlement letter.

Next. I pledged an amount towards the smart device. When I went under debt review, they advised that I cannot include a contract in the process, but they will use the R1500 to settle the device. When I settled the checque & overdraft, they transfered another R1500 to the smart device. Now because of that transfer paid out of my settlement payment, I am short with R1500. After they debited R150 every month on the checque account included in debtreview and confirmed that ALL debit orders has been stopped. Now pushing my overdraft to almost R2000 above the R8000 because of banking fees. And I had to request the debit orders to be stopped EVERY MONTH. And then they reversed the debit orders, and I still need to pay for that as well.

Its one big mess. I dont even understand whats going on with my account and they cant give me any answers.

I asked the branchmanager to assist and he just referd me to another consultant and hours on the phone with client services. Then I need to phone debtreview department. They cant assist, they only work through my DC. When my DC phones, they cant assist, they need to talk to me. Then they cant assist, I need to deal with legal department. They cant help, because the account is under debtreview.