Unclear direction

I am very disappointed in FNB. I opened a ***** case on Monday after being ****** and someone opened a loan on my behalf and app**** for a Temporarily loan of 10K and withdraw the amount. I then went to a branch , reported the ***** case and now awaiting feedback. They have now debited an amount of R5000 to pay that loan without my concent. I have been calling its been an hour now they keep on tranfering me to all departments , no one has a direction on this an now i have no money in my account . Its soo frauustrating