FNB needs to take accountability for their actions- Bad service!!!

I have been banking with FNB for 15 years and what I am experiencing now is the worst experience ever. FNB tapped into my account and debited from one of my existing loans with another bank directly. No one communicated this to me. I do not understand why they debited from the loan directly, who initiated the debit because clearly that was done after a year of settling their short-term loan.

I am very disappointed in the manner the issue is being handled because someone by the name of Carl Masimo called me and told me that I am due for a refund. When I asked him questions on how I got into this in the first place, he said he did not know, and he is working from a spreadsheet that shows that I am due for refund. What FNB does not realise is that their actions got me into a lot of trouble with another bank. I was handed over to attorneys, my credit profile reflected a missed payment and got harassed with endless calls and letters to settle the outstanding amount which was debited without my concern.

I sent an email to the personal loan division on the 3rd of September and they requested some documents which I provided, hoever no one has got back to me to date.

I need someone at FNB to investigate this matter and let me know why the money was debited from another loan account without my knowledge and concern. Why do they want to refund me directly instead of dealing with the other bank directly because I was not part of this whole mess when it happened. I am also suspecting some sort of *****ulent activity happening here and someone needs to take accountability. I need answers and need someone from FNB to sort out this mess with the other bank, not me!!!!!

At this point in time, I want to change banks because I am not safe with FNB!!!!