Unauthorized debit Order

Good evening

My name is Pragan Pillay I have a Covid-19 loan set up which was meant to cover my Westbank car installments, however Westbank payments are all up to date. A new debit order was set & R300+ was taken out of my account towards the Covid-19 loan. I don't have any other personal loans or debits besides Westbank and car insurance which are all up to date. Why am I paying towards something I have not used? I want this Covid-19 loan taken off my name as no funds was used towards Westbank or any other personal loans. I want my money that was taken from my account towards this Covid-19 loan reversed back with immediate effect.

Getting ahold of one of your customer service agents is a battle. I had to speak to 5 different agents and explain the same qurey each time is absolute ridiculous. The last person I spoke too said she will escalate it too her manager and he will get back too me. She failed to set expectations. I asked her for a time frame she said she doesn't know when he will get back too me. I felt that really shocking as it's totally unprofessional. No time scale for feedback on escalations? I said i work in a call center myself I can not be contacted by telephone, I requested only to communicate via email for now.

I havnt heard any feedback from fnb since the 16th of September 2020.