Fnb paid off wrong loan account,not getting any help.

I'm back again, after my last review action was taken by FNB and a friendly consultant contacted me. This was regarding a consolidation loan that was taken by FNB to settle other loans. And one of the consolidated loans was never settled and it's still being deducted from me. The consultant provided me with a proof of payment and upon reviewing it, it was found that FNB paid a wrong account and not the correct one. Now I needed to contact FNB again but it is a major hassle as the numbers all require me to have airtime in order to get through. I have bought airtime and then I have to hang ridiculous long times on the phone and eventually get cut off. The secure chat consultants on the app can't help me and they just supply another number that I can't get through as well. Emails are unanswered,no one can call me back and there's no time I can make to get to a branch as my working conditions doesn't allow it. It's getting very very frustrating for me.