Debit Order Reversal Functionality - Poor Service

Yes, the debit order reversal functionality has simply been removed without clients being notified. Even my Private Banker was not aware the functionality was removed. What is worse in my case is that the debit order means that the service provider has been paid more than twice the amount owed to them. The bank's response is simply that I must sort it out with the service provider, even when I've showed them proof that the amount has already been paid!!