Personal Loans unhelpful

FNB Personal Loans department are ***********, the other FNB departments are great. FNB personal loans department are absolutely clueless, it all started with me qualifying for a personal loan payment holiday for one of my 2 loans for January 2024, of course they took the premiums anyway. When I queried with several people, they all agreed I should have qualified for the payment holiday, no-one knew why it didn't happen. One person logged a request for a reversal, and so the fun began. I was told that it would take about 5 to 7 work days, it took 8, but that was not the problem.

While waiting we got a policy pay out which covered the outstanding amount on the personal loan, on the 12th I sent the full settlement amount to the personal loan, I am informed that is the procedure these days to close a loan, the next day they reversed the correct amount from the loan to be closed (yes I asked for the reversal, but no the reversal had not yet taken place at the time when I paid up the full settlement amount, the reversal was overdue and no-one kept me informed on the progress of the reversal, so I assumed they were not going to do it). Anyway now the personal loan can't be closed because there is an amount that was reversed out. It doesn't end there though, some person (or same person) then decided to reverse the EXACT amount from my other personal loan and send that money to my WIFE's cheque account.

No-one asked anyone to be that helpful, especially that the loan account is way smaller and the payment is way less (normally R908) but a much much much bigger amount was reversed out of it (almost R7000) ... Fantastic, now 2 personal loan accounts are messed up, one can't close and the other just had a huge amount reversed which you can guarantee will affect my debit order amount for both accounts which go off soon. And the best I get is a "complaint has been logged by the help desk and could take 2 business days to look into before they get back to me" ... more time to waste before the debit orders go off.