Unauthorised debit order

Easypay has debited my account and managed to block the transaction so my bank can’t reverse the charge. I call their noisy, unruly contact centre number and the consultant(Masego Moleba) if that’s her correct name first tells me that the transaction is not theirs! After a long back and forth she asks me to send my bank statement for them to verify the payment without giving me the full details nor reference number! I need someone to call me back regarding this!