Mistake on FNB side!!!!!!!!!!!!!!!!!!!

February 2019 I realised that my Smart Spend loan debit order had not been deducted for January and February 2019. I phoned and was holding for 1h 33min with no answer. After searching the internet for another number, i eventually got hold of them. Somehow someone put a stop order on the account (which wasn't me) there was enough money in the bank every month for the debit orders to go off, but the first thing they told me was maybe there weren't sufficient funds (this makes me very angry, as i make sure there is enough funds). The lady told me "oh i can see there is a problem, i will get my team leader to contact you" (still waiting on that team leader after 3 weeks to contact me). After almost a week FNB contacted me after hours to tell me my account is in arrears and can i give him permission to take the money out of my account, which my reply was NO I WONT!!!! as I was still waiting for the team leader to phone me and explain to me why there was a stop order on the account. So this person went on the system and saw who i spoke to and told me the story all over again and will also get his super visor to constact me (still waiting, no response till today). This morning i got an sms telling me that they took a big amount of money out of my account (WITHOUT MY PERMISSION) for arrears!!! I phoned immediately and the lady cant give me an answer and her team leader will contact me back (will i wait this long again, which is NEVER!!!!!) I never had a problem with FNB and always make my payments on time, but this treatement is NOT on!!!!! Someone better contact me very urgently!!!!