Payment arrangements ignored

I have been trying since beginning March to make payment arrangements with Direct Axis. It is nearly impossible to get hold of customer service. You can be on hold for over 40 minutes with no answer. And when they do answer you are being told that they have to transfer you. Again you are placed on hold and then every time your call gets cut. On either 10 or 17 April I finally got through to the correct depart. I was informed that the only way she can assist me is cancelling my debit order but she empathized that I must at least pay half of the installment. To my surprise the full debit order was deducted from my bank account on 26 April. When in phoned on 26 april your consultant informed me to cancel the debit order from the bank. I Informed her that i already tried via app but it informs me that debit order cannot be cancelled. She then got hold of your consultants that work with the bank and informed me that she will call me back. Again i was on the phone for over 40 minutes and i never received a call back. On 28 April I phoned again just to speak to a very abrupt consultant who informed me that debit orders cannot be cancelled and made me out as if I'm lying and he will have to listen to the recordings. I cannot wait that long. When I asked to speak to his manager I was told there is no manager on duty. I then insisted, he placed me on hold just to cut my call. I'm currently in hospital for stress anxiety and depression. The call on monday and the fact the debit order went through caused me to relapsed and my doctor lengthed my stay in hospital. I either need the debit order reversed with immediate effect or have the status changed in order for me to cancel it. I have debit order going off on the 1st and need the money to reflect. I tried to do the right thing and make payment arrangements but you ignored it. If you can make loan payments with immediate effect you can also assist me in reversing this debit order with immediate effect.