FNB charging me arreas

Hellopeter kindly assist,i have a personal loan with FNB few years ago.I log the complaint to you on the 19th November 2019.On the 21st November i have received the response from Tshepo Mosolotsane email below

"The loan was over paid with R960.42 which the amount is due to you. As advised a request has been forwarded to our Administration department to refund the over paid amount back to your FNB transactional bank account. The funds will be paid within 48 business hours and the outstanding balance thereafter will be written off in order for the account to close off. Due to the debit order for the 25th November been already scheduled to be collected from your bank account. The funds will then be reversed back to your bank account as no further collection is expected from you.

We will like to take this opportunity to apologise for the inconvenience this might have caused.

Should you require any further information please do not hesitate to contact us again.

Kind Regards, Tshepo Mosolotsane

I have notice in my credite profile the past few days that the account is still active not closed.I have called the callcentre to day trying to get the status of my account.

I was advised by Ntombizodwa Gumeli that the account is still open with R6460.00 arrears.I have called and email Tshepo Mosolotsane no response.Im bit confused and frustrated.Hellopeter im escalating this issue to you,please help me.

regards Nondumiso Hans