How can we stress you?

My account was handed over to debt review. A week ago FNB personal loan department sent me this email

Good day Miss Boitumelo F Moeng, Thank you for your email. Kindly be advised that we are still awaiting proposal feedback from the debt counsellor and shall respond immediately when they respond. Should you require any information or further assistance kindly contact us. Kind Regards,

Tshireletso Segano

I didn't even send an email to them. This was my response:

To who it may concern

I don't understand. Can you please contact me on *** i was trying to call your department i could not get through due to high call volume.

Kind regards

B. F. Moeng

And they didn't call me. Yesterday just before payday, they sent me this email

Good day Miss Boitumelo F Moeng,

Thank you for your email.

Kindly be advised that we have referred your query to the Debt review department for further assistance.

We apologise for the delayed response and any inconvenience caused.

Should you require any further information please do not hesitate to contact our Debt Review department on *** or ***.

Kind Regards,

Laurelene Vermeulen

They still deducted R2232.89 even though they know that my account is under debt review. They don't care about the well being of their customers. They care only about themselves. How can we help you is their slogan but how can we stress you is how they behave.