revolving loan discrepency, no assitance via phone, or secure chat, just been sent from pillar to post, Its ridiculous.

I have a revolving loan with FNB that I app**** for in January, the agreement was that they will debit my account the 1st of every month. They are however not debiting my account and I decided that I will make a transfer from main account to the revolving loan account as means of payment as I don't want to default on payments, I have been transferring the money every month without fail before the 1st of the month. last week after paying R2000 ( the instalment amount is R700) I get a call from their collections department that I am in areas, how so when I had transferred the funds to the account? I have been trying to get this fixed with no assistance, I have been on secured chat being transferred with from one department to another, no one can assist, seems like FNB agents don't know what they are doing. This has caused me to loose out on my eBucks rewards from February, which is over R3000 worth of eBucks, this is not fair to me, I need my case resolved and my eBucks re-instated and refunded from February because I have been paying and all my accounts should be up to date.