App faulty

The app allow you to see approve debits and even give you the option to suspended but when you say suspend it give you an error. Then it give you an option to despute the amount that was with drawn the it just say time out. If you call them they said you must come in. Why can they help you over the phone what is the difference between the bank and over the phone. Please fix the app and help me get my money back. If I coud suspended this on the Friday this would not have happened