refund

I am a very unhappy custmer of fnb everytime I get money put into my account they debit my for a personl loan, I had called in February and spoke to fnb they had said they do not touch provident funds as to I pulled it out for a personal matter , in December 2014 I had a bouns put into my account and it took a whole day to get ahold of them to refund me, I had contacted fnb sooners I had seen that I was debited from them 9th march 2015 , I had called back in today 10th march 2015 I was put throught the collections department were I was told I will be refunded but I was transferred throught 5 different people I need them to please refund me the amount they had taken on the 3rd of march .