Pathetic Service and Robbing Clients

I have a loan account with FNB but have become the only bread winner with 3 kids. I have kept FNB up to date as to my financial status. I have made arrangements with them for payments but this doesn't seem to phase them just deducting debit orders as they feel fit. I have spoken to two agents who can see the arrangement in place and what was said but still debit orders raised, then get told it will be reversed. I then try to follow up and the second agent says nothing has been requested for reversal. Been with FNB for so many years and this is what service you receive. you have taken away money meant for food for my children!!!!!! GOOD ON YOU FNB. Time to change banks.