Unauthorized debit

I will like to make a complaint against a sa. My roof was blown away by a storm and I made a claim from my building I surance company and that company deposited my directly I to my absa account instead of paying money directly to the contractor and absa bank deducted that money from my account without checking with me if they could and also even checking what's that money for, now the insurance people needs to send the contractor to come and fix the roof and there's no money. I've laid a complain with absa action line last week Tuesday already and nothing has been done and it I was informed the case was closed but the money was not returned into my account and I was never giving feedback, I call them every day they keep saying they are escalating the matter until today no feedback. It's started raining again and the damage of the house is getting more and am staying with my kids In the unsafe house because of absa