Debit order without my approval, no communication received from Nupay

Good day

Please advise why a debit order is loaded and approved i dont know by who. When i call your contact center and asked for a clarification and a call back they said they wont call me back. No communication or whatsover, a debit order is loaded onto my account that i have no idea off? This is total bull****. I need to know why am being debited and how the debit order was approved. Get me those answers .