FNB unauthorized debit order

Honestly I am so over FNB! I have been trying to get help now for what feels like forever, I've been transferred at least 10 times and before I even get to talk to someone they say I will transfer you.. Honestly disgusting!! I have been trying to multi task between the app and the actual call center and no one can help me except to transfer me. I am so disappointed in FNB.. I have a Covid loan with them and the agreement with FNB was one installment amount every month now I see they have made a whole new 2nd debit order and are deducting it off my bank account without even asking or getting authorization from me. Tell me how is that fair? Your account is supposed to be safe in their hands? Yet they taking all your money without asking? I am so ready to change banks. So if someone could actually contact me that would be great, I have disputed the debit order until fnb can explain to me