FNB is refusing to reverse the BYC Debit order to my main account

i had money on my account , my disappointment came when i needed to use that money , the money was not on my account ,so today when i called fnb call centre a lady my the name of Cloudet martins answered my call and indicated that she was unable to reserve the funds and that i need to go to the branch and yet i'm staying in rural areas i am unable to reach to any branch at this time

Fnb system is really unfair for the disadvantage and yet the amount they took from my account was not even authorized .i'm told that the money is sitting in some savings account that is no longer active and i wont be able to get my money back

what must i do ? i need this money now ! its my money after-all