I feel like I have been ******.

I have a home loan with FNB and I am under debt review but my bond which is with FNB is not included, recently I noticed that I was not receiving statements and Interest Rate letter as a result I was paying more than what I was suppose to pay. When I wrote to them for refused to refund me and told me my bond is under debt review I must write and letter and get a confirmation from NDC in order to refund me, I did submit all requested documents but still they are refusing to refund me saying that I am under debt review and at first they said they can't refund me because MY BOND is under Debt Reviw