Horrible service

I am very dissatisfied with how FNB is making me a feel, on the 26th of June my account had sufficient money yet 1 of my debit orders came back , i queried this and told them they must refund me the returned debit orders fee, which was done, I asked them that I need details for me to do immediate eft since I bank with them, I was told no they will redebit my account, it’s the 2nd so debit was collected, I am again going on the app which is ******* because they keep on taking me to different service people, what are the banking details I must use to pay, on their app there is FNB insurance payment under public recipients , question is must I use the FL11 reference for payment, yes or no. They are failing me. Please check my app on secure app to see how I have asking for them to debit