FNB refusing to Pay me back

Firstly you guys never even contact me about reference *** to find out what really happened.FNB life and investment they do as they please on my account they debit and they want now when the is no funds the charge me and the other service providers I asked the agent to stop them but I see they tried to debit with the same reference cleary they were not stopped now I'm being blamed and charged for this. can I please get an agent to call me and process my R1380 back into my account before I take these any further. 2nd inquiry I have been waiting for life to listen to my call from the week before still nothing today. how long does it take to listen to the call? why is there no feedback regarding my query they wasting time as I said my other things rely on their feedback? can this be sorted out quickly