First National Bank
REFUND DONE WITHOUT OUR KNOWLEDGE

FNB has debited our account with R11 000 - on a merchant number that they now say does not exist, even though we receive money via that merchant number.
We didn't do the refund of R11 000 - after a call on Tuesday to pursue this complaint, Ref # 8305659, they now say today that they have no such reference number or merchant number.
Is this?
Team Leader Stanley says he cant help me as my information is incorrect (it states clearly on the bank account what the merchant number is).
He gave me the FNB line number 087 736 8940 to which no one answers.
This is definately not the first time we have had trouble with FNB merchant services - and will probably not be the last!!!
DISGUSTING SERVICE!!!
WHO TOOK THE R11 000???