Incorrent Debit and attitude from collections call

My Fiance had a temp loan with FNB and got retrenched. she made arrangement to pay R500pm from her UIF money. she got that last night and FNB took whole amount forgetting that she has other debts to pay and a 5 year old that must go to school. We demand the reverse that R5K+ and deduct as agreed. we have been with FNB for years and have been paying right every loan and whatever insurance. This service is pathetic and in human.Your slogan is how can we help, now we need FNB to help us reverse that money and deduct The R500 arrangement. We are going to use all social media platforms until this issue is resolved. Our last stop will be the ombudsman