Debit order ***** and poor service from FNB call center

Firstly i'd like to express my utter disappointment. In all the years i have been quite satisfied banking with FNB until this very point. We trust our banks to protect our finances from people committing ***** only to wake up to a notification that a company named yongimali has debited R289 from my account, the first thing i did was to google this company and the first thing that came up was "Debit Order *****" followed by many other complaints from people who have gone through the same experience. I called FNB, i held on the phone for almost 30 minutes only to be told by the call center agent, "sorry mam i can not reverse any payments as our systems are down please call again later" As i understand that systems maybe down and that is out of anyone's control, what was disappointing was the lack of empathy from the agent, secondly he did not care that i was on the phone holding for 30 minutes with an expectation of being assisted. He could not tell me what the turn around time was for the system issue to be resolved. The least he could have done was to take my details and offer to call me back when the systems are up but he couldn't be bothered. How do we secure our finances and get the service we deserve. I did not authorize this debit order that's the first thing, secondly I'm the one calling my bank to stop this debit order and reverse my money, thirdly i am not the first to complain about this yongimali, there are complaints dating back to 2015, surely you guys should have already taken steps to protect us from this company that continues *****ing our money. i am thoroughly disappointed.