National Security and Fire cannot resolve a basic accounting mistake in 36 days and counting

Absolute pathetic turnaround time to resolve repayment on debit order mistake from their side. Today is day number 36 of no resolution and I had to make most of the calls to them . Mixed messages , no updates are on the order of the day. I made 13 calls in total and send 8 emails to their local office and in Gauteng and still only promisses or absolute no response. Stories that only the CEO can sign off repayments and it can take up to 3 months .These are all on their recordings. A Paying customer for many many years and this is the treatment I receive. A consultant at local level called Louise is trying to assist but the Head Office seems not to put the customer at the centre of their focus and this is a nightmare experience that they are not in a mode of resolution. I have no option to stop the debit order as National Security and Fire could not resolve such a simple query after 36 days and I have to trust them to respond to possible emergencies ?