Unbelievably pathetic in some areas and great in others

FNB is great in certain arrears and pathetic in others. They stole from us in broad day light and are unleashing debtors collectors on us and yet our account is up to date. The Personal Loans department made a mistake of debiting a wrong account for our first instalment and this led to the Home Loans department cancelling our Bond. The Loans department rectified their mistake and sent us an apology. The Home Loans then deliberated on the apology and re-instated the Bond but the house we wanted had already been sold. The Bond transferring Attorneys then refused to pay back the money in full claiming "wasted costs". We asked the bank to pay the wasted costs since it was their mistake but they refused. In the meantime, the Personal Loans department, despite sending us an apology, have unleashed their debt collectors on us. How can departments within the same bank get things terribly messed up like this?