Debit order cancelled

I called Capitec on Wednesday 1st July 2020 regarding a debit order reversal, cancelled debit order and the Veronique advised that my query will be resolved within 24hours, as I refused to go into the branch or pay the reversal fee, I was not notified that if I cancel the debit order that I would not be able to reverse the second debit order, she will escalate this to her manager, it's Friday the 3rd July 2020 3 days and yet to receive any feedback. Once again I must call and case Capitec bank for resolutions to my queries. They cannot stick to their resolution time frames.