Fnb personal loans is a nightmare

Hello Peter I am writing this on behalf of my mom we are having a problem fnb personal loans department actually fnb as a whole my mom settled her accounts with a 30 %discount offered by fnb however to this day 3 months later fnb still debits her account we were told to contact legal department we did they refunded last month debit gues what this month on the 15th they debited yet again my mom is on pension every cent counts taking r2400 from her monthly and not returning it after we have made calls even sent through proof of payment or of settlement a lady I won't mention her name assisted us last time to get the refund she emailed edc management asking for loan closure what must we do for her to stop being *****ed by fnb it's too much now