Homeloan Debit

My homeloan was debited from my account even though my employer already paid it directly from my salary. I did contact Claudine a long time before the debit date to arrange so that it does not deduct twice, I even supp**** her with a payslip from my employer. She ignored my emails and was never available when I phoned. When the debit went through last week I phoned FNB immedietly and they assured me that the refund will go through on Tuesday...that did not happen. I phoned Home Financing, everytime speaking to a different person...finally Maesela Kekana helped me...he then asked me to mail proof of payment from my employer which I did and he rep**** he received it...but still nothing. Is someone going to help me or not? Because so far I have not been successful with at least 5 people I have spoken to at FNB...