Debit order dispute

I've just had a debit order go off my account again for Absa, which I need to be reversed. Last month, the same thing happened and when I wanted to reverse the debit order, I was told I need to do it via the platform on money assist. Which I did. No one got back to me, now the same thing happened. I have now done it again via money assist and I strongly hope that someone will look into this as I do need it urgently. As a bank you should surely be putting the needs of you clients above everything else. why this option was cancelled, I have no idea as before covid one could do it easily via the app.