Bad cuctomer service from FNB

At the beginning of the lock down my mother whom is a pensioner had two debit order that were ********** go off her account, one service provider who started debiting more than the agreed amount. We tried to get this transactions reversed through the banking app and apperently had to wait 40 days for the outcome, the outcome eventually can back not in our faviour. I have logged a complaint via their website and via e-mail, we received a call from one of their customer service reps who insisted that the funds were reversed however it hadnt reflected yet. This was not true, we later received an sms saying we should contact the service providers. This has been frustrating as we ourselves don't know those service providers as we stated that those debit orders went of during the lockdown and were **********. One amount was for R2000 another for R790. It's been two months and yet no funds have been reversed. My mother is retired and settled all her debts shortly after her retirement. She had never had those debit orders prior and those debit orders never went off her account again. Since the lockdown FNB has made it difficult to bank and communicate with them, I am very disappointed with their service and probably I'll assist my mother with moving to another bank.