refunds

i called collections on the 02/01/2018 at 12h20 pm to make payment arragements and i was given an amount of R11525.17 - the issue here is that ****EN wants to debit my money twice. their lawyers called me to debit account after they debited R1000.00, which i advised that they refund me seeing that i made payment arrangements. to date i haven't received any refunds from dirty FNB, let alone to be told whether my money is debited by them or their lawyers..... i really pray and hope that another bank can offer me a better account, rather than what i am faced with at ****EN FNB **** COMPANY/BANK. All i need is my money back as told. they can debit their monthly installment as per the telephonic discussion i had with them earlier this year.