Very poor services

I went under debt review with debt guidance late in 2019 to have all my accounts settled. On 23/02/2021 I received a email from Nothando Mdima stating my last payment with them will be on the 25/02/2021 and that I just need to contact FNB to get my refund and have the account closed with them of which I did but now recently i got a letter from FNB stating I have a loan outstanding with them which is actually my overdraft that was converted into a loan in 2020. According to Nothando Mdima they were never notified about it and she is also not sure how it works and also cant explain to me what happened to all the payments made to FNB for the overdraft from Oct 2019 till Dec 2020. She said I need to go directly to FNB branches and find out what is happening and wanted to know if she can put the debit order for the "FNB loan" of which I said no as i cant pay for something twice i will get back to her once i get a chance to go to FNB but this morning i found a R2237.81 was deducted from my account and her response was "Good Day, We have been discussing the same query for far too long. The conversion letter was sent to you mam and it clearly states that your FNB cheque account number *** was converted to a loan account number *** and this loan account number has a balance of R2085.90. All this is clearly stated on the letter mam. Obviously if you are debited the you are always charged Hyphen PDA fees and Debt Guidance fees. Kindly find the attached statement to see how payment was distributed" And the letter she is referring to I only received last week from FNB after requesting for it.