FNB Loans poor customer service

Been an FNB client for for years going back to my first job, but lately I have received poor and unfair service from them. I have a personal loan with them which was handed over to legal due to struggling to make regular payments caused by job loss. I have been paying it on a monthly basis since the handover, but now it seems to appear twice on my credit report with 2 different balances. This is poorly affecting my credit score and I have escalated this on multiple occasions without assistance. I have made calls and even visited the Glen Johannesburg SOUTH FNB, FNB loans, and FNB legal, the response I keep getting is that they will send an email or they can't update my details regarding that specific loan. It has been months without any sort of help. This is really frustrating and unfair as it is affecting me negatively as I can't persue other commitments for my family. I am really disappointed by their poor service.