Totally disappointed with First National Bank

Where do I start...since the beginning of the Lockdown i have had endless issues with First National Bank. Today though I have reached boiling point..I had claimed from Fnb insurance for my installments for my two smart spend loans and my credit card...after emailing, uploading documents making alot of calls it was approved. I have absolutely no source of income. So this month on the 22nd my installment of 867.27 for one of my smart spend loans was paid from insurance...all good right...no not at all..you see on the 24th of this month I FINALLY get a refund for one of my flights and this was much needed funds for putting food on the table and Fnb goes and debits my account for the exact same amount...so I called Fnb loans and then was told to hold for collections..I was put back n forth to different extensions and still didnt get through to collections so I emailed and went on to my app.and chatted to a consultant...I was told to.wait until next Wednesday for things to.update and I can take it from there...Do they even care..I told the lady on the chat that it was paid already on the 22nd from insurance so.why was it also debited and that's the answer I got..I.still.havent received a reply on emails sent on the 24th...but here's the kicker...I logged into my banking two days ago...the payment that was made from insurance is no longer there...I dont mean its reversed...I mean it suddenly disappears..I still cant get through to collections...I am financially struggling, I live with Lupus and this stress it ****ing me..I really feel that all the cracks are now.showing with Fnb...last month there was a duplicate payment and they reversed it a few days later...In may my other loan acc had a duplicate payment which they reversed over a month later...its seems like there a huge cracks in their systems...I'm very disappointed with a Bank that I once thought was the best...like i said this is only one issue that I have brought to light but there have been many since April 2020