OUR MONEY IS NOT SAFE WITH FNB

A debit went off and when I called customer line I was told that a company that I'd never heard of debited and locked the debit and so fnb can't do anything about it. I had just deposited the money to keep it safe for emergencies. To be told that nothing can be done except for stopping debit next time and I'd have to contact the service provider really disappointed me. So this means that any company can go into our accounts and debit what the like. Is this how fnb treats clients and they call me their private client?