FNB prescribed account not removed claiming payment to apply for new services

Hi, I had made a transaction in 2012 on my Gold Cheque account from a store in durban, the funds left my account. I then received payment from my family member for the goods, as the sms did not mention "REVERSAL" like usual but instead the exact amount paid into my account. The family believed he made payment. Believing so, I continued my month as usual. However, 30 days later, that amount was debitted from my account. No notification, was not ***** according to the bank, but was the same transaction that was a "system error" and FNB could not explain or resolve this issue. I left the bank briefly due to this as I felt FNB failed to provide good service to me as a client. Years, later I returned to FNB, and this account did not relfect nor did the bank make contact with me regarding this account. Only to find out recently that this account had been prescribed and that if I want to apply for new services, I would need to pay that amount of R17k(interest acrued from orig amount R8.5k)

I request this account or mark be removed from my profile, so I may apply for new services with the bank. I wish to apply for my vehicle and my bond etc through FNB but I cannot do this. This is not fair on my behalf. I have always kept FNBs brand high on my shoulder but this has let me down.