Debit order reversed without my approval or request

In February 2020 I noticed that debit order for my insurance was reversed in December, I printed out my statement to check if there were funds in my account then. I later contacted FNB via their secure chart option and asked the reason for the reversal. The person I was charting to went through my account and told me that he/she can not determine the reason for the reversal as from her side it shows that there was money in the account. I then went to an FNB branch in East London and did not get any help as i was told that maybe I didnt have money. I tried to show the the bank statements but no one was willing to listen or assist me. Up until today I still dont know why my insurance was reversed and when I claimed from my insurance I was told that i was not covered.

Regards

Cwayita Gana *** email address: ***