Debiting without authority and falsifying product information in regard to the National Disaster act

We have been approved whereby fnb offered a loan to cover me on the covid relief for my direct axis loan. I am not a fnb banker and bank with absa. Direct axis continued to debit my account and we have escalated the matter to both fnb and direct axis costing me additional funds for airtime etc. This is a pathetic institution and I will never consider changing to fnb. We always have to phone fnb to follow up on the complaint *** with absolutely being redundant on the customer care services never following up. We have asked them that we do not want to reverse the funds but nobody is coming to light regarding a refund or an explanation. Having to thumb suck it out of direct axis that a covid account had been opened in respect of the payment. I simply have never defaulted any payment with any of my previous loans and this is the type of service given in light of helping a person with another product that you also have to repay. Should we not receive a refund by Friday it would leave us no choice than to reverse the funds as we tried to do this the right way. And report you the ombudsman for falsifying products in place of the national disaster act