Thank you for your money STEVE

Retrenched, unemployed and cannot always pay my loan. Money gets paid into my account from insurance company to pay for repairs after geyser burst, but before I can pay, FNB took my money without warning, or letting me know. Now I have no money and a bill to pay. After 2 hours on the phone and speaking to 5 people, after holding on all the time, I am told that I have a contract and they are not refunding any money. When I was working and had lots of bucks in the bank, they were my friend. Now they will take your food off your table to sponsor some sports event. I know I haven't paid, but \ how can we help you doesn't exist in their vocabulary."