Covid 19 process and poor service

I have been banking with you guys for years and never have I experienced such poor service. I was retrenched in November last year and contacted my service providers for reduced installments. On the 24th of this month my account was debited with the full payment amount. I contacted my bank to reverse the payments as I have no form of income and they couldn't assist told me to call my service provider due to Covid 19. I was also told to log a request on the FNB app and someone would call me back. I am still waiting for a call back and unable to get hold of the service provider. FNB has it ever occurred to you that the service providers are taking advantage of your Covid 19 process. I need my money I have no form of income as my husband is also not working due to this.