loan cancellation struggle

I have been struggling to get assistance in cancelling the persona loan I took with fnb for 2 weeks now at Centurion Mall branch, the loan was taken for the sole purpose of debt consolidation and the consultation together with fnb loan department paid other creditors which where not listed I am being told to get refunds myself while I did not make payments, the creditors are telling me there are in a process of refunding but fnb employees are telling me no request was done

Please help