Not a happy client

The shock of my life when I got a call from an attorney who tells me that I have an outstanding temporary loan from FNB, while I was under the impression that the loan has been repaid months ago. There was, more than enough money paid into my account monthly to settle the loan, I have phoned FNB on more than one occasion, to ask why they haven't deducted the outstanding amount from my account. Now, my credit score is being affected, because FNB was negligent in not deducting the money from my account as per my instructions. After being a loyal client for years I feel like switching over to another bank. Very, very disappointed