Unsatisfied customer

Fnb home loans is taking advantage of me, I have settled my bond on the 16/09/2023 and sent in bond cancellations to *** and I received acknowledgment on the 19/09/2023 to my surprise they deducted R3200 at the month end of September and I did a follow up call and the consultant told me that she can see on the system that I have sent all the required documents including KYC and she doesn’t have an idea why there is a delay, now today I received an email from Busi Ngwenya saying I must send bond cancellations all over again! I am so disappointed and hurt because where I am working I can’t even go out to scan documents especially knowing that I did sent those documents! I am a long serving customer of fnb but they treat me like **** of ****