FNB has no sense of customer service

I have been with FNB for about 13 years, this was the account I opened when I got my first proper job, as a loyal client, I have everything through FNB! I sent a compliant on payments which were **********ly deducted on 30/12/2021, and to date no response has been received, nor have the funs been reversed! This is sickening service, when I call them I get transferred all over and no one knows what to do with my query. Please can someone with a sense of customer service just assist me, I have the email which I sent to the ***** division, which clearly does not live up to the standard which it should.