FNB Personal Loans Worst Ever

I completed my retrenchment claim with the FNB personal loan on the 4th Nov 2017. Nothing happened after a couple of weeks so I decided to follow up and spoke to a lady from personal loans who said my claim was approved and that the insurance will continue to pay my installments for the next six months. I asked her to send something in writing and she said she couldn't. And reassured me that no debits will go off in my account. Unfortunately the debit did go off my account which I was supposed to use for some other errands. I was left infuriated and I went to a branch to log a complaint of which was attended within 48 hours and spoke to a lady from collections by the name of letisha. She then assured me that the money debited will be refunded within the next 48hours this was on the 4th Dec. I then waited but the money never came through. I decided to call personal loans at the branch where a lady by the name of Shandre told me that she will investigate and come back to me. Unfortunately I never heard back again from her and decided to call the department again using my airtime. I spoke to a lady and she told me that the refund will be done in the next 24hours. And guess what, nothing after 2 days. I went to the branch and called the department again, spoke to a different lady who said Shandre was dealing with the issue and it should be resolved and they will ask her to call me back on the same day. This was last week. I never heard from FNB again. Tried yesterday and this morning to contact them unfortunately I didn't have enough airtime to keep holding so both call got cut off. I am really disappointed by the bank that I'd had grown to love so much. The money the was debited was supposed to keep us going in the house. I've already lost a lot of airtime and money trying to chase this up with them. Please assist me. I need my money back.