Fnb temp loans department

I have been struggling with FNB that handed over an account that was already paid for over. This happened in 2021 October and nobody at FNB seems competent enough to resolve this issue and remove it from the system. Each department just passes the buck. Even the branch managers that I have spoken to all give the same answers. We will take care f it. It will only take a few days. Then you never hear from them. Countless hours in branches and on the app chat and still nothing. Maybe someone sees this that can help.