Two years loan repayments just disappeared!!!

I have been to FNB personally on numerous occasions, with no luck. I have lodged a complaint on Hellopeter the 5th of March 2015, received an acknowledgement mail from FNB but to date no feedback. I have today spoken to Bongile re my loan acc ***. According to him, I have made no payments on this account between May 2010 and April 2012 and have been handed over to the legal department in 2012. No one contacted me in this regard and I still haven't received any letter? ccording to my knowledge this loan should have been settled November 2014, but it is still being paid?? Also, I have all the loan statements, including the ones for said period where I supposedly haven't paid anything. On all these the payments reflect and I have the proof of payments as well. Bongile told me to queue in at FNB and ask them what is going on. Since I haven't had any joy previously, I am not prepared to waste my time again. To me it seems that money is disappearing from my account with no one to account for this. I have also asked Bongile to give me the legal department's number. He refused. I am now going to contact the ombudsman and request an internal audit, as this is totally unacceptable.