FNB Unauthorised debit orders

FNB is refusing to reverse unauthorised debit orders, I tried several times and they tell you that you can not reverse you should have made an arrangement with the company and no one is responding to the question on how you make an arrangement for something which is not authorised. They refer you to do a reversal on the app knowing that only debit orders less than R200 can be reversed. They give you 40 days to reverse and the other debit order was run last month. A consultant even said you are free to close the account