FNB loan

Good day,

I was interested on the loan facility that was offered on my FNB app however the interest rate was too much. I went to a branch to enquire if is possible to review the interest rate before I apply. I was advised that I must first apply for the loan and once it is approved. That's when I can request for the rate to be reviewed. Before I app**** I asked the consultant, what will happen with the initiation fee if the rate review is not per my expectation. I was told I'll have an option to cancel the loan without paying any fees. The review was done but the rate was not changed because they said I did apply for a credit on the 23 May 2023 but I don't remember taking any credit. The review took longer than my expectation. Since I was not happy with the outcome of the review. I requested the loan to be cancel on the 22nd of April 2024 and the consultant stated that there is outstanding fee and I answered by saying I won't pay the fee as per initial feedback. The consultant did log a call for the loan to be cancelled, which was going to take 3 to 5 working days. To my surprise on the 26th April 2024 my Cheque account was debited with that initiation fee and interest accrued from the initiation fee. I want FNB to reverse the charges and close the account.