Debit order charges dispute.

I don't know that always when I want fnb to communicate with me I have to write to hello Peter to get thier attention, been told from November that they will reverse my debit order fees because their consultant gave me a wrong information about stopping the debit orders which she never did and on the 18th their manager called and told me that they will reverse the charges but they never did, I trusted fnb with my money but when they do this, I don't know where should I run to.