Unauthorized debits

I have a funeral policy with Clientele. In April I noticed that they have been debiting my account twice and 2 different amounts. I had a look at my bank statements and it had started in January this year. I called Clientele to ask what the debits were for and they confirmed that it was for another client. I told them in April that I do not know that client and asked them to stop debiting my account. The lady I spoke to assured me that a complaint was logged and an investigation would be done, once the investigation is completed I would get feedback and all the money incorrectly debited back. I got no feedback so I made a follow up call in may as another debit order went off. The lady I spoke to then told me the complaint is with a lady by the name of Johanna and provided me with Johannas number. I tried calling Johanna however was not able to get through. I called once again in July as I haven't heard from them since my failed attempts. I spoke to another lady who again confirmed that the matter was with Johanna who could not get a hold of me. I received no calls from them. I requested feedback from this lady who just told me that the compliance team will contact me to let me know what is happening with the complaint. It is already August and I didn't hear from them so I called again. Once again told the matter is with Johanna and she will attend to the complaint. I requested that the matter be handed to someone else as it has been going on since April and I received nothing. Finally today I received a call from Johanna. I was hoping to get some positive feedback however ended up even more upset. Johanna called to enquire whether I knew the lady who had used my account details. I confirmed that I didn't and then she asks me did I give the woman permission to use my account. How can i give permission to someone I just confirmed I dont know. To make things worse Johanna says that the way forward is that I would have to go to a police station and file an affidavit to assure them I dont know the client. This is unacceptable. They used my account without my permission and now that I picked it up and along with 3 follow up calls I now need to file an affidavit in order for Johanna to start her investigation. There was no confirmation that my money would be given back. No real solution and really really poor service.