FNB not providing service as promised.

I have been attempting to find out how my Covid relief loan was calculated, however they cannot get back to me. Then this month they withdrew over R900 form my account when my payment is R300 odd rand.

I phoned and questioned both these problems and I was promised that they can see I only received benefits for about R8800 and not the R19000 balance showing on my online profile. They also promised to refund me the extra money that was withdrawn. Now two weeks later neither of this has happened. In the meantime I am being charged interest on R19000 instead of R8800 and I am sure I am not the only one that this is happening to. This cannot be right. Should the bank not fix this now I will be approaching the Bank Ombudsman.