Loan Repayment.

Good Day,This is regard to an outstanding loan account with FNB, which has a shortfall on the balance. I was a previous employee of FNB and I had lost my job with them in April 2015 where by contract terminated due to this. I contacted the loans department from March to make arrangements of the balance as l was in financial strain. In March I was shifted and shanted from one department to the next without any solid help, but misleading information that the loan could not be traced so that means it was paid up. I was out of work for four months until 01/09/2015, where I am earning a basic salary and just barely on my feet. I had a debit of 1000 go of my FNB staff cheque account on the 30/09/2015 without any notice or any attempt for a payment plan to be made. I then had another debit of 1867.00 go off the account on 05/10/2015 later which now leaves me with a balance of 60r after travel expenses. I contacted the legal department to advise them of this and once the consultant advised she will refund the money and that she would send me a formal payment plan via email. That was at 08.47am and it is now 14.53pm and still have not recieved anything. I REQUIRE THE MONEY TO BE RETURNED..