Disgusting and disrespectful service from FNB

I recently joined fnb in July 2021. I ordered from an international site on 12 Sept 2021 and expected to pay customs/taxes on it, I then received a SMS on 15 Sept from the post office to pay 42,52 ZAR, which I immediately thought it is for my order. I completed my credit card details to pay, then when I logged into the app using my finger print it automatically approved the payment. HOWEVER, the 42,52 ZAR did not go off my card. R16061,80 went off my credit card and it went to Bigo live internet (which I have never heard of ever!). I reported this immediately to the ***** line and my credit card account was stopped and card blocked. I was told an investigation would occur. The next 4 days I see the amount no longer on the credit card, assuming I reported it in time. However, on 20 Sept 2021, fnb still allowed this amount to go off my account, even though I reported I did not approve it. I logged 2 complaints, went in to 2 different branches, and contacted the ***** line, and received 2 letters declining the reversal of this *****. No one is willing to call me and discuss this even when I have provided them with all the evidence, and there is no way I can contact the person who had directly declined that it is *****. But how does a bank allow payments to go off after their client has reported it to the ***** line? I have had very poor service and correspondence from fnb regarding the matter and the customer care line constantly puts me through to different people, who are unable to assist me. I do not understand how the bank could allow this amount to go off after I have reported it and then hood me liable for the money. I have now had to report this to the ombudsman for further assistance.