Highly disappointed with the assistance from FNB

I was retrenched in July and I did everything to contact FNB since then to sort my loans, credit card and debits. I called, emailed, chatted to probably all their agents walked into their branch mall@redds, still no one can assist me till this day. I am unemployed and my worries are so high. You'd think the bank I'm banking with for 12 years would run to my assistance. No,incompetence on another level. I am being debited for my loan, when my insurance has paid and will still pay till July next year, I keep trying to explain this to FNB but no one can understand, everytime they try to debit I get charged for no funds in my account. Where is the communication between the loans and insurance. My account is on a minus figure where must I get the money from cause I'm unemployed. I asked them to downgrade my account that hasn't been done now my charges are still so high when I haven't used my account and therefore I requested it to be downgrade. My chats looks like I have nothing better to do than to sit and talk to FNB agents. Who one will not let you finish everything you have to say and come to their own conclusion of what I need. And insist on what the want to say.. Second they will let me type and while I am waiting for their response they will leave a message saying, no response bye. What are we dealing with in this times of hardship. If you want a loan 10 agents will call from FNB. I'm so over this fight I just want to close my account and bank somewhere else. I love FNB and previously when I walked into fnb mall@redds I was welcomed with my problems or anything now the ladies just want to get rid of you. Everything you ask. She says go to your app secure chat,and I think she was the manager. Not a smile so easy to pass me on I was so tired I just walked out. Although I had to drive far I chose to go to Centurion mall FNB.. Wow.. the ladies really need to go to mall @redds and give them some training. They are so willing to assist. Even though I have to wait and travel far. I'd rather do it.. Who will pay this minus figure up to R1000. How do I put money into that account to pay for my vehicle insurance. Please check before debiting.