explainable charges

On the 30th of November my acc was charged R115.00 for a failed debit order, which makes no sense as there is no evidence of a debit that tried to leave my account, when i called the general banking department i was given a story which made no sense, as the person who was assisting me did not know that i worked in the same department before. What made the matter even worse was that even the team leader was unable to provide me with details such as, how much or when was the debit that failed.

Just when i thought my problems are ending another charge comes through on the 04th of December saying failed stop order, my question is what Stop Order was put on my account and with who's permission.

i have been calling the customer care number since Saturday and no one has been willing or able to help all they do is keep me holding than hang up the phone on me

All i need right is a detailed explanation of all these charges before they are reversed as a matter of urgency.