Manager not available

I was charged interest on a paid up loan , made a call on the 13th October spoke to Muhle who told me I must worry it will be reversed. Called again on 17th he spoke to Melissa team leader and assured me it will be reversed. Today I called spoked to Nombuso who told me my agreement with didn't work. I requested to speak to manager and was told fnb doesn't have managers. I was on the phone for am hour