Overall Bad Service

I have a loan with FNB and my account is handed over because I was not paying since I was unemployed. I have however made arrangements with the attorneys and subsequently my monthly installment is been paid since I got a job now. My problem now is FNB personal loans deducted a lumpsum of my arrears at once without calling me or confirmation. I have made an arrangement with the attorneys and they still debit my account. I then called to get the debited amount reversed. Firstly I have to hold for more 20 minutes to get through to collections department. Finally when I got through I spoke to a lady by the name Thandazile Gamede who then referred the matter to Her line manager and promised that the line manager will send me a mail or call me. This was on Friday 10/11/2017. Even now I haven't gotten any reply or feedback from FNB personal loans. Whenever I call I have to hold for minutes or being taken from pillar to post. I went to the branch and tried to call from the branch but there is no help. May I please get that money back as I needed to use it for an urgent reason last week already. My account number is ********** 242195