Fnb loans and premium debit

I have requested a loan on top of my salary on the 25th which was approved, the following day this was again deducted on the same money I had initially topped up. I have been pillar to post wrote email ,made calls used the app chat service and they are failing to reverse even though they can see my initial funds where in my account before the loan . No supervisor to assist , been through 3 departments, sent emails made 7 calls still Jo assistance. On top of that they cut your line while you wait for them to check both on the app and on calls. Why is it that when they want our money they are the best when we need their help we are *******!!