I want answers

I called Outsurance customer service to get clarity regarding 4 debit orders that took funds from my Nedbank account without my approval. When i called customer service i was told is because of business policy that I didn't know of, and my personal details don't match with the ones on your system meaning this was done **********ly. I was told they'll be investigation taking place and I will receive a call from one of the managers to provide feedback even today i'm still waiting and when I call you guys you tell me you've been trying to contact me but there's no response from my side but which number are really guys calling?? the ********** number?? and again to my surprise this policy was done by one of your employees. Please rectify this issue that has caused nothing but pain to my life and also i'm requesting a refund debit order fees and reversals and bare in mind debit order reversals affects credit score also fix that.