Unauthorized debit and *********** staff

Today I called to ask why the money is not reversed back to my account after unauthorized debit order as per I was instructed I should reflect back last night. Now new consultant says I must go to the SAPS for an affidavit and get bank Statement why was I never told this the first time now that I called after no one called when was I going to know all of this if I didn't call .Its allies the replies you keep on repling here that you called me. I need my money back I cant be transferred to new consultant over and over now they want me to skip work and go to the ASPS. all because of the *********** staff