Worst customer service ever

I have been trying to reverse a debit order that went through on my account without the authority to debit. I started by trying the app, then through to the branch in Rynfield, where they refused to help me and told me to phone in, when i phoned in I got an automated voice prompt system that advised to do the reversal on the app and the hung up, and when i try on the app, it says to call in. I then sent a complaint over a week ago, and to date have not been contacted. I have all my accounts with FNB but their level of customer service is mind blowing. I have never been this frustrated with a service provider and the frustration only continues. Worst experience ever.