Confused: Clearly FNB is misleading it's clients

Fnb is clearly refusing to reverse and stop a debit order for me. It's been like over 20 days now over the phone I'm redirected to my banking app and on the app it gives me a Covid-19 option... I did this, and I reversed it and also noted that it should be stopped on the #RealHelp option as I was directed by an FNB agent (did this over 20 days ago) . I then waited a few days and I then went on the app to chat with an agent, tracking the progress of this, the agent told me to wait 7 days and all should be sorted. It's been like over 20 days now and another of this debit order went off on my account again and I CLEARLY asked my bank to stop this. What's going on at FNB???