Do FNB Homeloans personnel still work or they just collect pay checks on the 20th for logging on and loitering without addressing queries raised by customers

FNB Has debited an amount of close to R2500 on my home loan access funds. i have enquired what was that transaction for in December 2020. To date there has been no response or feedback given. Are they paying their staff to log in and pretend their are working for the sake of receiving their pay checks at the end of the month. Even a useless employee feels bad to see a mailbox flooded by unattended mail. i want my money back. i use my fl;exi-bond option to save and cant sit and watch being reaped off and not given a response when i enquire