Bad services

I have had a stop order on my account and requested the stop order to be cancelled as I have already made arrangements with the creditors to what amount must be paid. Today, 28.09.2019 the stop order deducted the amount of R4010.00. I have called the helpline who informed me that I need to go to the branch for them to do cancel the stop order and do a dispute for me to the money back as I have other obligations to pay as well. I went to the branch and the consultant help me with great integrity but informed me that he has logged the query, for a late dispute it will cost R150 and its not a guarantee that I will receive the monies back into the account. this is very unfair as I have stuff and people to pay. I need to know why in the first place did the consultant not cancel the stop order and why should I now wait for the monies to be back into my account. I need assistance urgently please