FNB trying to rob me of R11000

FNB seems reluctant to rectify their mistakes on my Premier Cheque Account. Since April 2021, the FNB Insurance has been paying for my loan installments to date but at the same time, FNB has been debiting my account for the same loan installments and because i am unemployed there are no funds in my account but the bank would overdraw my account. I tried to rectify this countless times and each time i was told that the insurance was supposed to send an order to stop the debits when they approved my claim. Everytime i was told the matter has been escalated and i should get a call within 24hrs but that has never happened, in fact i only got an sms that my account was handed over to Revco with 0 correspondence from FNB. This is in no way my fault and as of today, 25 January 2022, the consultants all seem reluctant to help as i am bounced on from one department to the next in circles. I called the Premier Account consultants who directed me to Collections who directed me to Risk Management who directed me to Legal who directed me back to Collections. Collections then told me i need to talk to Legal and do a payment arrangement to settle the R11000 overdraft on my account. How do i pay for a service that my insurance already paid for? I asked the lady from Collections to transfer me back to Legal but she just simply hung up on me. It is in no way my fault that the people at FNB did not do their job but i must pay for that, seems to me like that is just pure bully tactics and *******.