FNB poor service

I reported a case of ***** on my FNB account from on the 30 June 2023. I requested the debit order mandate be sent to me. I was told to find out from the company that the funds were paid to who signed the mandate. After a lot of running around and even visiting the closest branch, I was told that the information will be available on the FNB app. I still cannot locate who signed my banking details on a debit order. The company that the money was paid to is at a loss. Is FNB ***** division so *********** that they cannot send me the instruction to debit my account document? It has been 4 weeks since this request.