ABSA - should be Afri-CANT

So a few days ago. I was debited over 3k and tried to reach out to them about it on email but no response. I then decided to visit the branch where I was out in a call. I have explained to them that I do not know this provider or what ever it's called. I have been told that a mandate was accepted and I must contact the provider. I find this very anti-consumer. As my bank I expect u to be able help customers wen in need. How does one fo forward. If you can't trust that u money is in save hands with ur bank.