********** Debit Orders

I am highly disappointed with FNB, a bank I have been with for years. 3 months ago I had an unauthorized debit order from Telkom. A false name and contact number had been used as reference so that alone was a dead end. I managed to get it reversed (which I got charged for) and asked that I get notified prior to the debit order as I should and used to. Month two the same debit order went through with a higher amount this time, reversed it and attempted to report it with ***** department but no answer after holding for 11minuted straights, my call was disconnected. Month three, today the same debit order went through, I called for reversal and I was told the debit order has not reflected on their side ( and I will still get charges for the debit order reversal) again put through to ***** department, high volume of call, was on hold for over 10 minute again till I got disconnected. I just need answers, why am I not getting notifications for debit orders prior and how do I get hold of the ***** department without my calls being disconnected.