Debit Order Disputes

I really can’t believe FNB have not resolved my debit of the payment that was made on my card to the company I don’t know and I don’t even have an account with. I have received an SMS’s to say they can’t process my dispute, because they require communication proof with the merchant, where will I get proof when I don’t know the merchant/company? All I want is my money bank, FNB will be a better bank the day they start taking Customer service serious worse even after receiving a complain no one bothers pick up a phone and call the client.