Hammond Pole Attorneys and FNB bank communication

I have been under debt councilling for a few years. The last few months Ive been receiving phone calls from Hammond Pole attorneys about my FNB account. The money has been paid over to FNB every month but FNB did not allocate the payment, I have been struggling for a few months to get this sorted but nothing has been done. The payment is still going through every month as I can not stop it before I get a paid up letter from the bank which they will not give as according to them my account is not paid. I keep telling this to Hammond Pole but obviously between the attorneys and the bank there is no communication. I would like to know what happened to my money and when this is sorted, what about the interest on this money. I could've paid off other debt with this if this was sorted in time.