incorrect debit order

I have a home loan with FNB since 2019, and last year my husband lost his job and our insurance have been paying for our home loan and i made the bank aware of thus to suspend the debit order , however to my suppose today morning they have debited my account. I have been transferred to 4 agents already with no assistance. This is so disappointing as I have other debit orders that have to go through and my account is already on negative. Who must now pay for the extra bank charges and again no feedback on when will my money be reversed back. I am devastated as i don't even have money for food or transport to work . account number ***