Debit order which FNB cannot explain and bad attitude from call centre staff

I received an sms advising me about a debit order which went off my account which I did no know about. I then phoned FNB call centre( ********** ) and spoke to a lady by the name of Boitumelo who was not only unhelpful but also rude and very dismissive. Instead of telling me who deducted off my account, she simply told me that I can just have the debit reserved and when I told her that I still need to know who deducted, she just kept quiet for a while and eventually asked me if there is anything else that she can do for me. I was very appalled at her service and asked for her surname but she simply said she will send a call reference to my cellphone which I'm still waiting for. FNB has always promised in their ads that they care for clients but their conduct when engaging with them is the direct opposite. The service has been shocking and furthermore I am stuck with a debit which might go off next month again and no one can tell me who has done the deduction???