FNB personal loans-settlement amount on internet banking "incorrect"

Thursday, 24 August 2017 I logged onto internet banking to obtain a settlement amount for a loan. Internet banking, the tool that customers are provided with to make their banking easier provided me with the following: Settlement amount: R ******.

I than paid the settlement amount, which the service provided me. To my surprise an additional amount was deducted on my account the following day. I called FNB Loans, eventually got through to an agent and explained the situation. She informed me that only the loan department could provide a settlement amount. How is this possible, if the service provided by FNB to make clients' lives easier, provides me with a settlement amount? The agent I spoke to said she would forward the recording of our conversation to the administration department, in an attempt to rectify the problem. That was nice. The problem is I was told I would receive feedback within 72 h (excluding weekends). It's been closer to 120 hours and the issue has not been resolved. Getting through to an agent at the call centre is near-impossible, having tried every day since Tuesday. All in all, really disappointing service.