Unfair billing and disgusting service

I saw a transaction on my app that I did not allow and when I contacted fnb secure chats they tell its for a debit order a debit order that had already went through and Lucratia tells me it for unpaid debit how when I had funds and then suddenly she couldn't answer me then transferred me to Dudu who kept me waiting then all of sudden I was refered to Lebogang who said she was trying to read the chat history the cut me off .What kind of service are providing ignoring me and why are they not able to answer my questions and assist me properly.I am so unhappy about the service and I am expected to pay for a debit order that went through.This is daylight ******* and not to mention the despicable service