Debit Order Chaos

I had to cancel a debit order. I phoned all day yesterday with no luck - between the bot and transfers between departments I received no attention. After phoning again today and spending almost 45 minutes on hold I was eventually assisted. It took exactly 2 mins to finalise with the consultant. The bot states that the transaction can be done via the app, but this is not the case as the options do not cater for debit orders.