FNB Fails to deliver, every time.

Since switching to FNB a few months ago, I have regretted it every day. I received a notification yesterday that I need to make payment on a loan which is in arrears. I questioned this this morning and was informed that no deductions were made on the existing DEIBT ORDER! I was told to update my information. However I was not told WHERE, WHY AND HOW to do that and now need to pay R3659. This amount isn't even the correct amount on my loan repayments. I have emailed FNB, but as always, I am being ignored. I hate this bank and wish I had stayed with ABSA. Better the devil you know that the one you don't.