Mere Transaction reversal, sent from pillar to post.

I have an fnb cheque account. On the 30 March I had unauthorized R1000 deducted from account by Stash and realised the following day. I've authorized a few R20 transactions previously using card which I believe it reflects as a purchase. When I contact this company they tell they can't see the payment I should go my bank. On the 31st I've requested to reverse this transaction was told I should fill in a form which I did and got the reply that it will take 5 business days. On the 6th April I was told that the transaction is not a purchase but an eft I should call online banking. Imagine they refer me back to call centre, I need to call and hold again with my airtime. Why can't they escalate my query to the relevant department? So they will also tell me stories that I'll have to wait another 5 business days? Why didn't the first person who spoke to me in the beginning tell me that the deduction was in a form of an eft? Imagine it is still the 11th and I haven't received any help. All I need is to reverse the money. I have not authorized it. I'm afraid it can even happen again this month. The way k so love fnb I expected a good client service from them. Their call Centre staff are just not helpful.