***** Dept wont assist with ********** debit orders

I received an SMS for a debit order that was initiated from an old Stand Bank account. I immediately phoned STD Bank to report the transaction as **********. I was told by the call agent that since it was a debit order, I must ask FNB to cancel the debit order. I told them again, that I did not authorise any debit order and (again) that the transaction is ********** (call ***). They would not assist further. I then called FNB and asked them to check the debit order details against my details. They confirmed that there is nothing on their database that matches that transaction with my own profile. I called STD Bank back and again explained and confirmed what FNB had verified. Again, STD Bank would not assist because it was a debit order and said if I want to reverse and close the account I have to go to a branch to resolve the issue But, because the (*******) debit order bounced, I also have to pay the reversal fee before I can close the account. So, not only do STD Bank not take reports on ***** seriously, they expect their customers to pay for reporting the ***** on their accounts. And FYI - the debi check and debit order manage on the app did not even have any details so how or where STD Bank got this approval is *******. I fail to understand why STD Bank wont help the customer in any way. Am absolutely disgusted with the service.