FNB Temp Loan Missing Repayments

FNB granted my wife a Temp Loan around August/September 2021. They debit part of the money that was owed to them and never the full amount. Numerous attempts were made and calls to the call centers and branch to debit the outstanding amount to no avail. Every month i deposit money into her account but no deduction. Recently they handed her over to attorneys and eventually the funds were debited at long last. I understand that her credit profile has been damaged and request it to be cleared as this was not a fault of hers. Please FNB do the right thing. I will put my wife's ID number and contact numbers below