Personal loans *******

I am so disappointed by FNB such terrible service. My loan is fully paid up. FNB deducted the usual installment when I only owed 3319 but FNB deducted the usual instalment of 3614.16. I called in and spoke to a gentleman who told me FNB would refund the difference by next week. Which is like 210 something. This morning I check my balance it shows I am still owing. I then contact personal loans via the FNB app and assisted by LUVO who providee terrible le service and could not provide me with answers? I want answers do better FNB