Worst bank experience of my life!!!

So after countless inquiries and complaints,FNB's credit card and personal loans department still cannot seem to rectify their incompetence. These instalments should be have been paid for 12 months via my debt protection plan as promised due to my unemployment, but even after a personal loans department consultant by the name of Shenay-Lee advising me of my R0.14 balance and a debt collector from Anders Attorney's(FNB incorrectly handed me over) by the name of Hope confirmed that my personal loan would be paid up without arrears by FNB,guess what...FNB sends me statements stating otherwise... I'd like to know where the balance of R9411.26 for the personal loan comes from because my instalment of R1656 for the personal loan multip**** by 12 months equals to R19872(loan settled) and my instalment of R617 multip**** by 12 months equals to R7404 which should leave me with a balance of R2467 not R6500. If you people do not rectify this complete and utter nonsense, how do you expect me to obtain employment in order to pay my credit card off? I cannot wait for the day I do not owe FNB a cent. I will never bank with(forced to close the cheque account in 2018 due to ***** plus ***** on credit card in 2019) or recommend FNB to anyone. I did not have any issues when I had a personal loan and credit card with Nedbank...take a page from their book!