Call centre agent refusing to reverse debit order

Again, I'm writing on behalf of my sister who just lost her husband in a car accident.

1) We had a problem with the funeral policy that paid on my husband's funeral day. 2) an amount for fnb connect of R269 that was unauthorized in my account that my sister reversed this morning. 3) my sister now called the call center to reverse a debit order of R651, which Simon Moganaka refused to reverse.

Can someone reverse thw ****** debit order before my sister looses her mind please. Is this how you treat widows?