Pathetic Service from FNB

Terrible service from FNB. I have a loan with FNB which is in arrears. They got their service provider Blake and Associates to contact me to make a settlement agreement. Blake contacted me, i agreed to the settlement. I asked them to do the debit order for no earlier than the 1st December 2022. They agreed numerous times it will only be debited on 1st December 2022 not sooner. Today they debited me which was money i needed for a doctors appointment i have waited 2 months for. FNB told me they cannot assist me. They cannot do anything. This is their service provider and surely they should be held liable

Pathetic service especially when I have been with FNB for a very long time