Poor customer service satisfaction

I have a loan that im starting to pay off again now that i found employment. I took out another account with FNB and explained to the consultant who opened up the acc for me that i will make payment arrangements with the attorneys. I paid the attorneys yet FNB still debits the installment from my acc. Secondly due to their errors they dont even have the decency to process the refund back to my acc immediately. Why must I wait and suffer because of the consultants failure to make the necessary notes when he opened up the acc for me. I use to really love banking with FNB but after the way my issue is being dealt with. Im not sure how I feel about this bank anymore.