FNB refuses to cancel something i didnt agreed for

A few months ago someone phoned ask if i wanted debt protection. I agreed to t and c then asked if they can send it to me to look over. I never agreed to it. Then i looked and they took money off my account without permission. I emailed my premier banker who send a confirmation email confirming it was cancelled. Then i asked if they can reverse the amounts. Then there was investigation of getting phone recordings and weeks went by, finally fnb said i agreed to t and c and i can come in listen to recordings. fnb still refuses to cancel or refund me. Then they took the money off again i asked please reverse it because it was supposingly cancelled. Then i receive a quote/pre-aggreement and fnb still taking money off my account refuses to give me a refund. How is fnb alowed to keep take money off without permission?