Very disappointing service

I called Absa home loan department to inform them I can't pay my March instalment. The guy I spoke to then advised that I will have to settle the skipped payment over 3 instalments, starting April. He then informed that he couldn't stop the debit order and advised me to go to branch...which I did. The debit order still went through. I went back to the branch to try and reverse it. Was told the bank does not allow that. The lady then called collections where I was told to call today and they will process a refund. I just did...and was told they will not be refunding me. I find this very unfair. Why can't I reverse that debit order? We are always told to arrange with the bank if you can't make payment. I did just that and was misled into thinking the arrangement was in place. <br> <br> I wish someone would explain why I can't do a debit order reversal when I stopped the debit order.<br> <br>