FNB Struggling to follow instructions after their

In December 2014,FNB phoned my wife to say she is in arrears with her loan by one month. For the past 2 years the debit has been going off on the 27/28th of each month, this specific month the debit went off on the 25th.After a long hassle with them blaming her for not following up she mentioned to them at no stage did she change the debit order date and after checking their system they then eventually apologised. She then said that they can debit Novembers instalment over 2 months which they did but since then have been debiting the account twice every month.This month after phoning them on numerous occasions to make sure everything was in order they clarified yes that everything has been resolved.Today there was an sms received to say they have done the second debit AGAIN.Clearly the call centre is struggling to understand what is going on and everytime we ask for the manager they come with a long story.I've posted this report with hopes that a manager will get into contact with us as this is now really ****ing me off. To top it all, all the reversals they have done every month, my wife has been charged bank charges which I also think is pathetic considering it is their mess up!!