UNKNOWN DEBIT ORDER REVERSAL

I had an amount of R3850 deducted from my account on the 28/08/2018 by FNB which should be reversed back into my account, I called the call centre to try resolve the issue and I was put through to department after department and every single time had to do the security process over and over, enter ID and Card number etc.. which gave an impression that no one knows which department which queries and simply direct accordingly. After spending 1 hour on the phone without any result, I then decided to go through to my nearest branch which is the FNB Sunninghill Chillilane but again, the staff was extremely unpleasant and they just called the call centre and had me hold again and do the same process as what I had done at home. After 58,04 minutes holding the phone with no help I decided to speak to the branch manager, the lady was in the least helpful and just said I must out to hello Peter as desperate attempt to make FNB take their clients seriously!!complain and FNB will allocate the complaint to the collections department, she was not even concerned that I was actually going to put a formal complaint. I have been with the bank for years but I am completely disgusted at the service I received. I am a premium client and pay bank fees to be able to receive service. My query is still not resolved and I am reaching