Shocking and Disappointing service!!!!!

i'm so upset and disgusted with FNB at the moment! I had taken out a temp loan which i had problems paying back in one month but managed to payback most of it, i got threatening sms's from FNB that the account would be handed over.2 weeks ago i got a call from GROENEWALD LUBBE INC regarding this temp loan account being handed over so i had made an arrangement for them to deduct the outstanding R1093.73 i got a confirmation sms from them that this amount would go off on the 24th of March and of which it did and then later on another R1093.73 had gone off but the reference was FNB so i tried to call FNB for a good 20 minutes without luck so i went to my nearest branch which is the Alexandra Township branch at the Plaza and they couldnt help me saying \you need to call them,we don't do reversals from FNB\" i called FNB from the telephone banking booth at the branch and i got through to a lady by the name of Khanya Mpungose who told me that the account was firstly NEVER handed over and that she didnt know how this could've happened i then called Eugene Cross of GL Inc and he contacted them and the called me back to say id get my refund on the same day but still nothing. i'm disgusted!!!"