Unprofessional Service

I was retrenched and I put a claim for retrenchment which was approved. The insurance paid the revolving loan on the 16th September 2019. On the 30th September 2019 FNB did a debit order. I am struggling to get this sort out. I was on the phone yesterday since 2:30pm until 5:00pm. Today I have been on the phone since 8:00am and as I write this I am on hold. FNB has a machine that asks how can they help you and everytime you say revolving loan, the machine puts you through to personal loan or funeral policies. I am frustrated. The Gold Card department, when I explain to them the problem, they say they can reverse the debit order but first they must read the terms and conditions, which in my case they not suppose to. Tried secure chat, that was a waste of time. By the way I am still on hold. I never expected such bad service from FNB. Just spoke to a consultant, I explained the situation. She told me to try in 2 hours time because their system wasn't working and put the phone down. I am giving up on trying. I have been shunted around. That machine just causes frustrations.