Thought my card was cloned-but given wrong Info!!!

I called the contact center on the 31/12 around 10:04, and spoke to Amellia. I noticed on my internet banking there was about R 10 000+ that stated \reserved for purchases""; as she was checking; which I did. She came back & advised me that these are purchases I made on the 27/12. I asked her to be specific as I did not make any purchases & was at work. She went on giving me amounts; & I was in a panicked state. I asked her how can she stop those from going through; as it seemed like a ***** to me; she asked me to go to a branch. To which I did. While I was at the bank she called me & advised that those are not purchases but debit orders that are going to go off. I left work early; in a panic and was crying as I never experienced this in my life. Her apology did not mean anything to me at that time; but she put me thru something I can't explain. I would like someone to listen to that call and let me knw;cos how can anyone give wrong info wen ur acc details pulls thru wen u dial in"""