Unfair, Unjustified, Brutal, Traumatic, Damaging, Poor service from ABSA

So yesterday (19 June) I laid a complaint with ABSA for an unauthorised debit order which was returned due to insufficient funds (not my problem), and now ABSA is charging me R150 for the ********** debit order that bounced. I explained that I don't know the company and I have no business with them AND I have no debit orders going off in the middle of the month (the 15th). How am I expected to do so much admin when ABSA is the one at fault? Why must I call people I don't know? Today alone I spoke to 3 people who are basically trying to shift the blame from ABSA to me. I have been a client for over 23 years and this is what they do to me? I will close all my accounts with ABSA if this is the treatment that Premium banking clients receive. The response I got via email is incorrect (I complained on the 19th: I have no agreement or mandate with the company):

"Dear Miss M******xx We acknowledge receipt of your complaint dated 20/06/2019 The contents have been duly noted and has been addressed. Thank you for bringing the matter to our attention.

Expressing your concern is regarded as important to us and we appreciate the opportunity to deal with your dissatisfaction. We want to sincerely apologize that our service did not come up to your expectations.

You have raised issues and we assure you that these has been investigated.

The Bank confirms that you will need to speak to the listed companies to refund you the fees as we only act as a payment method. This is an agreement that was agreed with them and you and will still be responsible for any charges on your account as per our pricing guide you can find on www.absa.co.za. Should you wish to dispute these debit orders then we currently have a process to assist you in stopping the debit which needs to be done at your nearest Absa branch and can take up to 30 working days dependent on the merchant performing the Debit Order.

Please note that this 30 day period includes the Payments Association of South Africa (PASA) steps that need to be followed when requesting a mandate for a debit order. This includes the escalation process to PASA to advise their team is we have not received the required mandate information within the timelines specified by PASA.

Please inform the branch staff that form number 2256 BX will need to be completed in order to recall the debits on your account over 40 days. Also take note that our team will also provide you with the contact number of these companies of which you are entitled to open a police case against them and request the information on how they received your account number. Should you be unable to visit the branch then you can contact our team on ***and select option 6 and option 6 again so our team can provide you with the companies contact number.

Please also refer to the PASA (Payment Association of South Africa) rules in terms of debit orders that all banks are compelled to comply with. If this is **********ly going off your account and you are guaranteed then I will need a SAPS case number and stamped Affidavit with a detailed reason why you are saying this as well as stating you will be willing to appear in court should this matter have to appear. You will need to send directly to me no later than 5 working days from date of this communication so I can send directly to PASA.

The company debiting you is called Golden Investment funeral and contact number is *** / ***. If they do not assist in refunding then you will need to call the company that allowed the debit which is Soft comp on ***. They insist on speaking to you directly as their client.

We value the relationship that we have with you and we would like to improve on our service promise to you in future.

Based on the above mentioned feedback we will now finalize the case on our system as you will need to speak to the company directly.