Unauthorized debit order and unprofessional service from FNB

i am very unhappy with FNB for the very first time ever since i joined them. I laid a compliant against a company called FInchoice for *******ly debiting my account , authorized debit orders. I went into their secure chat and informed them from the 15/06/2020 had no feedback from FNB, i went again on to their secure chat 20 days later still struggling with this issue of unauthorized debit orders in my account. since I no feedback vi a their fancy app, I personally went to one of their branches for assistance and they put me through to their customer service over the phone i had to speak to about 4 agents over the phone before i was assisted I spoke to the agent didn't get her name, said she will put a stop on my debit orders from the said company Finchoice, but will not be able to refund my account with the amount debited by Finchoice she transferred to another department who deal with debit orders i had to again re-tell my story, the agent said she email me a form which i filled out and till today i have not received any feedback from FNB the countries biggest bank . I trusted FNB as my bank because of this issue I went as far as downgrading my account because they have failed me totally i am appalled .