Annoying Service

I'm not happy about the service I'm getting from fnb from dealing with secure chats to premier banking. I've had two unauthorized debit orders go through my account and when I try reverse and stop I'm being told they can't reverse due to covid problems(chats), so who must suffer? Me? I tried calling the premier suit and I was told the debit order department is dismantled and was transferred to another department but I waited more than 25 minutes and still no help.