unauthorised debit order

Good day, I am really dissappointed with FNB because my complaint is still not resloved! i had an agent call me yesterday and assured me that there will be a reversal on the above complaint processed today by 11AM, its midday and i havent received anything. i called ********** to find out why i still havent received the funds yet and the agent told me there is no complaint logged on my account for the debit order and she could not find the ref provided to me, she then said she will transfer my call to the complaints department but instead directed my call to a number that does not exist.