Refund on Personal Loan Settlement!!!!

<p>Had a personal loan with FNB that was settled in full. Due to the fact that I was settling the account, FNB gave me 20% settlement discount. On the date of payment FNB deducted the full amount including the settlement discount. The account is now in a credit, but we are not sucsessful AT ALL in receiving the money back that was over paid? What am I to do? Is FNB really going to take this money and not refund me at all??? I tried phoning Legal Collecions, the Branch, Personal Loans department ext. I have even emailed customer service, but at no sucsess!! I really think that FNB's Customer Service is a waste of time! The people are definetly not competant enough to help a customer! I want my money bac**** There was spesific arrangements made!!! Why did they take money that does not belong to them?!!!!!</p>