Money that has not been returned to my bank account or correct personal loan

Had arrears on my FNB loan and paid to to loans legal collections only to be told I paid to the wrong account and they will trace it and allocate it accordingly they found it and said I must send proof of payment I did many times called many times for my money to be returned to the account or paid to the loan since April to date nothing I’ve been ****med R1000 and R1310 by FNB legal’s collection even with sending emails and and calling I’ve been ignored can’t wait to finish paying and close the FNB account I’m disappointed as I’ve been a loyal customer for many years