Fnb debit orders still going off despite relief fund

I am very disappointed with FNB for the first time and it is because I have had my extended covid relief fund approved and showing up on my accounts tab however they still debited my account.. I am in need of that money and now I don't know when it will be reversed when I tried calling it's always on hold and I tried to inquire on the secure chat via the fnb app however they are unable to help and this is not the first time that they were unable to assist .. why are they part of the secure chat if they cannot answer simple questions.. at this time of need it is extremely frustrating