Home Loan unauthorized debit order

So Standard bank decided to take money from my account without my consent on the 14th of April 2020. I would like to know why - since the account is not in arrears? I have sent 4 emails and have not received any response thus far. of the 4 emails one had an automated response. The customer care line has high call volumes and I wasted over R60 airtime just from holding on a call. I would like clarity about a refund / credit or whatever they going to do cause seems in times of uncer*****y Banks hold Power as my Bank also refused to reverse the debit order, since they cancelled doing reversals because of Covid. Must we really in this day and age consider reverting back to mattress banking ???