FNB Team Leader unproffessional Charmaine Lemeke

Team Leader of FNB Call centre Charmaine Lemek is very rude , currently I have pending matter regarding more than R6000 that was debited from my account which I never gave permission to be debited such a huge amount , she was rude to me yesterday when I spoke to her , she told me that I cannot get my refund because I took long to pay my loan back without even asking me for reasons for not paying on time. I told her I made arrangements with FNB on Friday 25th of Jan for R500 she said for that you cannot get your refund we can only give you R1000. she also told me it is system generated that I was debited R5144.90 on the 25th and R1021.82 , I fail to understand why FNB debited me R5144.90 on the 25th and again R1021 on the 26th of Jan. I asked her she said I signed for it when I took a loan that FNB can just debit any amount from my account .