Refusal to reverse an ******* debit order

I just phoned the call centre and spoke to Sithembiso. I stated clearly that I wanted to reverse an ******* debit order for a service that I cancelled. She asked me security questions and then only told me that I need to go to a branch to reverse the debit order. I enquired why I had to go a branch as the other 4 banks can assist you over the phone. She could not answer me. Just that the system the branch uses differs from the Call Centre. Why can Capitec not assist me? It is my account! I stay 120 km from the nearest Capitec! Now I have to incur further costs to go to the bank! Capitec's slogan is simplicity is the solution. My feeling is that Capitec is becoming a Mickey Mouse Bank as about 6 weeks ago I also had a complaint and had to wait a week for assistance. If the debit order is not reversed I will lay a complaint with the banking ombudsman as well as post on your Facebook wall everyday about this lack of service. I am now really really thinking of changing banks. I truly hope this issue can be resolved WITHOUT me having going to a branch as I will only be going to a town with a Capitec in July. The reference number for my call is ***4.