Pathetic management

This is now the third month in a row that FNB takes money for no reason, my loan was in arrears but was paid off in November, but still, they debit money from my account, now I have to phone them again to refund me, like the previous 2 times they had to refund I will probably have to phone 3 to 4 times. I am really getting sick and tired of this especially the fact that I have requested 4 times already for them to remove that payment arrangements. each time I try to phone I have to try atleast 4 different numbers to find 1 that works. then they say it wil take up to 7 working day but last time I waited 15 working days. This is getting really pathetic guys.