Lack of system knowledge

<p> I made a phone call to the customer centre to be assisted with reversing and stopping of debit order, which that I can do on the mobile app, the consultant was supposed to have adviced me to first reverse the debit order then stop the debit order, but she did all the otherway round, she adviced me to stop the debit order and aftert I coundn't reverse becasue the debit order has been remved from the app. now I have to go to the branch to reverse the debit order, I'm unhappy with the following things, I have to make time to go to the branch which I dont have time, it cost money to go to the branch, and they charge R25.00 at the branch to reverse. So in simple maths its going to cost me +/- R200.00 to reverse a R399.00 debit order of which I could have done it on the app. I wouldn't say it is the consultant's fault but lack of system knowledge, she is not fully trained or aware that you need to reverse first then stop. </p>