STILL NO HELP FROM FNB-TEMP LOAN

I have just received a call from FNB with regards to my earlier complaint about the temp loan and I am still not happy. I was told that the reason that the money was taken was because my loan was in arrears which i completely understand. However they need to understand that the reason that i use the service is because I used to find it easy and convenient. As a FNB customer that moved over from standard bank, I am appalled at the service of FNB. Like mentioned previously, the money that has been debited from my account is to keep me going until next week when i had planned to pay FNB back. The money that has been taken , is to help my 74 year old mother purchase groceries and toiletries,which you clearly dont care about. I currently have no solution from FNB with regards to the issue and as a bank who talks about caring for their customers, I demand a solution to my problem.I was told the money was is able to be refunded if my account is in good standing, but i need that money urgently and would not be fighting or complaining if i did not need it. I require it to refunded and as mentioned previously as i have no other means of purchasing items for my elderly mother , it will be paid back next week once i have been paid.