FNB loan ****

I accidentally app**** for a temp loan from FNB, the mistake was on the figure so I called and alerted the bank immediately, I was told the matter has been resolved and the money was reversed, I was told the interest fee would be escalated and be resolved. A week later I’m charge me interest on the very loan that was said to have been resolved. When I called this morning I was told they will escalate the matter. This is shadey to me, why am I charged for money I never used? I was told the senior manager will call I have not been contacted. This is unacceptable this is the second time this is happening to me, I was first billed for phone contract that has lapsed to this this day I never received a refund