Bad Service or lets say No service.....

This morning I view my account statement to find there has been a unauthorized debit order of R 98 gone off my account from a "IGA Investigation", which I know nothing about. I then phoned ***** which advised they will reverse the debit order and place a stop order on that amount, but if the amount or name changes of the debit order details, it will go through again if they try to do so. Thus, the gentleman advises my reference number will be sms's to me for the service request logged for the reversal of the amount. He then gives me another line, 0860 123 000 and option to assist in tracing where the debit order has come from. What a check, first they want to charge me R 30 to trace the debit order because it needs to be sent to back office to be investigated, but if I have google, I can just google and find out for myself. What feedback is this from a bank???? This bank is clearly not interested in putting the customer first or the best interest of the customer, but only the fees it can generate in any form.