Debit order

Debit Order Query - Fnb debited my account twice and I requested a reversal and i am yet to receive a response. After many telephone calls i have been unsuccessful as my airtime is wasted on prompt instructions instead of speaking to a consultant !!! i submitted my query via email no response yet. Its poor service and consultant do not care to contact you back if you airtime runs out. I have been banking with fnb for years and ignored the terrible service but I have had it. It is an inconvenience and waste of my money.