Debt review authorisation without due diligence

FNB approved and executed a debt review on our behalf without even consulting us. We contacted the debt review department instead of providing us with the details that we appointed a debt counsellor they instead gave us NCR number to call to get the details of the supposed councillor.

The debt councillor has not been able to provide any documentation that proof that we signed for a mandate/contract for us to be put under debt review.

What I find odd is that we are fnb client how do they approve a debt review when we have never missed any payments and we are not even over indebted.

I should think since we bank with them they know our spending habit so why was a life altering decision made without consulting us?

Now we are struggling to get everything withdrawn because the person who supposedly gave instructions is not even responding to our request or giving us proof that we signed for a debt review.