Debit order reversal issues.

I have been having issues with a debit order that I can not reverse since June 2020 because the amount is more than R200. When I contacted the call centre the first time they told me to contact the company that debited the money. I could not get through to the company so I used the chat functionality on the app to explain my story and I was told to use the covid 19 relief option which I did but no feedback since today. When I click on check application status it shows system unavailable. Last week I chatted to someone again and they gave me a number to contact when I call the number it puts me through to a answering machine which again tells me to use the app.

I am not happy with how this situation is being handled because I did not even receive a debit order mandate for this debit order. When I first called and asked why I did not receive a mandate the lady told me she does not know.