Reversal of unauthorised debit

I had an unauthorised debit on my account on the 23/11/2014, I called FNB to report it the sent me a form to fill which I did on line and submitted, I got an auto reply to say my form was received and it will take 5 working days to get a response which it never happened, 3 days later same people debited my account again, I called FNB to ask how can the same people I reported are still debiting my account I was then told I should have cancelled my card and requested another one which as their client they should have advise me, i then went to FNB at Lifestyle in Centurion to report and try to reverse my money. i was assisted by a lady called Amanda who managed to get the 2nd debit order reversed and then started to follow up on the previous reversal request which was now outstanding for 2 weeks. she was also struggling to get assistance from the enquiry department which is dealing with that, i kept on following up with her with no luck i have a lot of email correspondence till today 13/04/2015 FNB never assisted me and Amanda went on Maternity leave and now i had to start the whole process with someone else, the service at FNB is very poor your money is not save with them.