extremely unexeptable

I am not pleased with FNB for not assisting my mother with a debit order problem she had. She stopped two debit orders with the help of a consultant inside the bank an still both the places deducted from her account not once but a double deduction. When she went into the bank to make a reversal she could not, the consultants did not help her either. They just told het to phone the places and ask for a refund wich they denied. How can FNB allow a debit order to go of twice on one day if the debit order was stopped and then just shrug their shoulders if she goes to her bank and asks for help.