Shocking customer service from FNB

After logging my initial complaint against FNB and receiving a reference number ***NF assigned to Customer Resolution Centre.

This has still not been resolved only to receive an email today as per below:

Good day Mrs Taylor,

We acknowledge receipt of your complaint and apologise for the delay.

We contacted the Premier Suite and unfortunately due authentication that cannot be done, they banker was unable to help us. The banker advised that you will need to contact them directly to see if it would allow for them to reverse the debit order. Due to the instruction of the debit order being authorised via debicheck, they may or may not be able to reverse the debit order based on the setup done by the Service Provider.

If we are able to reverse the debit order, the banker will assist, if it does not allow the reversal, unfortunately you would need to liaise with the Service Provider directly.

Contact number ***

Regards, Retail Service Recovery

I am really shocked to say the least that FNB cannot assist me as I have already been in contact with the so called Service Provider and they do not want to reverse my money. I am utterly shocked and disgusted in the service received.

I can lose my home and car if I dont get this reversal done asap in order to pay Hyphen my current Debt Counsellor.

I need urgent assistance please. I have 2 kids and I cannot afford this happening.