Refusal to reverse an unauthorised debit order

I have tried to reverse an unauthorised debit order so many times and got denied. I was told to use covid 19 relief and motivate for reversal and I tried tha. It has been over a week now and during these trying times, I cannot provide for my kids. I must now take a loan and incurr unnecessary charges because they are failing to do a simple thing. I am very disappointed because i have been with FNB for over ten years and never though this could happen. Is my money safe?