FNB Personal loans incompetence

I was retrenched and contacted FNB Personal loans on 4 June by walking into Fourways branch. I was put on the telephone to Personal loans for 1 hour and eventually got an email address to submit all my documents to. During that week I emailed to confirm and received a reply that FNB needs a certified copy of my ID ????? I have a Home loan, Premier cheque account and Credit card with FNB (FYI) so on the coldest day in JUNE 3 weeks ago I was standing at the POLICE STATION certifying my ID. This was sent through to Personal loans immediately. I have customer protection on this account and yet my DEBIT ORDER STILL WENT THROUGH ON THE 27 JUNE !!!! How *********** and inconsiderate are FNB personal loan department when peoples LIVES and SALARIES have been affected?? I have resubmitted everything and would like to REFUNDED asap!