Unresolved debit order

I went to FNB Kriel branch to get assistance on a debit order reversal, an unauthorized debit order which I have been trying to resolve since April 16, because I cannot resolve this on he app nor through calling customer care. I didn't even get assistance at the branch the consultant just directed me to the FNB landline and left where I had to hold for almost an hour only to walk out of the branch without getting an help. I am disgusted by this bank not to mention the amount I lost.