Cancellation of Debit Order

Yesterday I contacted the call centre for the second time. The first time was last week Thursday when I was told to send an e-mail to which I got no response.<br> I need to cancel the service and especially the debit order due to financial reasons. The service will be cancelled, but apparently not the debit order (although it was requested more than 5 working days in advance) they said I must cancel at the bank or else ask for a refund after it has run. I cannot go to the bank due to work obligations and the DO will be rejected due to lack of funds - his will lead to bank charges. They were also not able to give me a reference number or put me through to the finance department. I need to have this sorted today!