FNB unauthorized payments

Ive been banking with fnb and in the past week months noticed payments going off my account, i have previously disputed the payments as they were not approved. Recently, the amount of R699 was deducted from my account for "pp Microsoft". I immediately disputed the payment and notified fnb about the payment and asked for assistance with reversing it, its been 7 working days without any response from fnb all i have is a reversal reference number. I then decided to cancel my card to avoid future deductions without my approval or authorization. In doing so, i visited the branch and asked for some assistance only to find out that a card has already been ordered and the place of delivery was "Eloff street" .

Again, this was not ordered by myself and i had no knowledge of this...

How is this happening?

Can fnb please assist with some type of ***** investigation as i have not had any previous issues with fnb and would like to remain a customer of theirs however something needs to give.