Unauthorized debit order / poor customer service

I have an unauthorized debit order on my account in the amount of R9049.00 and I have tried the chat option on the Money app as well as calling through a countless number of times an not receiving any assistance at all regarding the matter - I get asked a series of questions from unhelpful call center agents who have no clue as to the nature of the inquiry even though I've explained it in detail!!! I need this matter resolved URGENTLY or I will bank elsewhere!