Worst Service from FNB

I have been battling with this bank for months now every month I have to call them to reverse debits that are ran twice on my account and today I experienced worst service of them all, Consultant Mpho was rude telling me that they wont reverse the second debit they did on my account cause my arrangement expired and I'm suppose to know to renew it so in that case they wont paying me back the money.

When I asked to speak to supervisor or manager he tells me he does not have one his working remotely and said he will pull me back on que to speak to someone else, Mind due at that time he doesn't give me chance to speak and when I tell him that his rude he says his been saying kindly when he speak on top of me. Needless to say I didn't get my money back since I was told that I signed a contract so they are allowed to debit me none the less whether is being debited twice for the same account in one day or not