FNB disappoints me

I was browsing on the Wish website rounabout the 3/4 Nov.When I went on to my banking app a few days later I noticed that Wish has taken money from my account,3 transactions between 7 and 9 Nov.I called the number on my card which directed me to a machine.The eventually got hold of someone who said i should fill in forms they will email me and return them.Which I did.But up until today 1 Nov,that mail is still in the que to be emailed.So in the mean time i went to the bank,sat there for over an hour-eventually spoke to someone who told me the same story.They said i can also reverse the debit order on my app-but that part is always unavailable.How am i suppose to get my money back if fnb's email doesnt go through to them,you speak to a machine when you phone and the app is not working when you want to reverse a transaction.I am not prepated to lose money over incompetence on behalf of fnb.Have been banking there for over 20 years,and the last time something like that happened,all they could say was sorry mam.This is really pathetic and i expect them to do something about this so i can get my money back into my account because i did not authorise any transaction from Wish.I received an email on 11Nov stating they will get back to me within 5 days.But I am still waiting