Terrible service

So t recently I app**** for voluntary debt review, now of course with the debt review they ask you to open a new bank account, the problem I have Fnb the debt counselors sent an email on the 19th of April to stop all debit orders on my old cheque account and this includes my home loan which has never been completed.I had to resend the email yesterday the 29th to the home loans department. This bladdy Fnb still tried to deduct the home loan installment from my old account that has no money in and now probably gonna expect me to pay the penalties, because they cant follow instructions