Debit Order Disputes

On the 24th of August 2017, I sent a request for the reversal of 2 debit orders from my account to the debit order query centre ********** and soon after that I received an email back from FNB acknowledging receipt of my email with the following reference number [REF: ********** 4_ ********** 92]. I understand the process for these type of requests takes up to 30 days to finalize. I waited and waited until the 9th of October 2017, I contacted a branch in EL where I live and they did a follow-up and later that day I received an SMS from FNB advising me that the request was unsuccessful due to a signed contract by me "FNB :-) Your debit order query for Ref:[ ********** 4_ ********** 92] is unsuccessful, as a signed agreement was provided.T/Cs apply. FNB a div of FRB Ltd". I also received an email on the same day with the "agreement" which didn't have my signature on it. I sent an email response disputing this agreement but up to now, no-one has made contact with from FNB, as if this is now a closed query.

How can we help you? What does this mean? If your bank cannot assist with a simple request and you as a client having to through so much trouble of making phone calls, sending emails and ending up spending more than these debit orders are worth for.

APPALLED!