no help at all

I have been a client of FNB for several years. This morning they sent me an sms saying that a new debit order went of my account and that if I was unaware of it, I could contact them on ********** 404. I did this immediately as I had not approved any debit orders to go off recently. After a first failed attempt on that line due to the assistant telling me to type in last 3 digits of my bank card followed by the # key and then my pin followed by # key....the call did not return to her as she said it would. I then tried again and got through to a second assistant (gentleman). I told him I would like to enquire about the debit order which has gone off my account but not been authorised by myself. I gave him the reference number which FNB had provided me with on the sms and asked him to please tell me what company it was and what it was for and how was it authorised. He told me that he cannot give me that information and his job is just to either reverse or stop the debit order. He was not in any way helpful at all as to who could supply me that information. He also mentioned that I had to pay R20 fee if I wanted to stop the debit order. First of all I cannot believe the audacity of the bank to allow an unauthorised debit order to go off a clients account and then secondly to expect the CLIENT to pay the fee for it to be stopped!!! I also cannot understand why the bank cannot supply me with the information I need to follow up on this debit order which I am just not aware of authorising. I'm sure there is a very reasonable and easy explanation but the assistant on the other end of the line was absolutely no help at all and above that did not even TRY to be friendly. I logged into that call with my account number and pin number so I'm sure that call can be called up and listened to as all calls are recorded. But even so, might just be best to close my account.