Where should I do or go now if my bank can't help with just stopping a Debit order , on the phone I was told that it's doable but branch says no and nothing to be done on their side, and am not willing to change my bank account

Called customer services regarding the frustrating query I had , reason being that now that some of the branches are closed wouldn't I be helped over the phone, and needed to be sure if what am asking was doable. Consultant assured me that it's possible I only have to visit the branch. she was so handful by helping me find the open branch , when I get to the branch I got a total different story from what I was told on the phone. The answer was that we sorry we mam we won't be able to help with that. And we don't have anything we can do for you .I risked leaving the house in this state the country is in , exposed to danger in public transport, explained myself to the police on the way as I knew that my bank is going to help me . After standing on a long queue ,was told that I can't be helped , unless I change banks and it will be them as their accounts is closed. Meaning no help from them at all.