FNB Home Loan - Poor Service

No joy on feedback from FNB Home Loans. We queried the monthly debit order on my son's account numerous times by phone, email and query logs. 24 Hours have passed, another query logged, and still up to today, no feedback received. This is pathetic service, as the installment deducted is not according to the agreement signed. Note: Status of queries logged indicated [Resolved] which certainly is not true