Absa home loan payment options

I requested a change of payment options. I then cancelled my debit order to direct deposit. At end of the month Absa decided not to honor my cancellation and deducted my installment. I am now requesting my refund as I have paid doubled the amount. Absa is now giving me a run around blaming it on the system for not allocating my request. Suddenly agents are not aware of my communication and giving me jargons of durations of my request. This is really frustrating as I have missed important payments and debit orders. I feel Absa do not care about the customer despite their high rate we pay. We struggle just to talk to a human being.