Debit order stop and reversal (FNB)

I am disgusted with how FNB hav been treating my mother who has been nothing but a loyal client to them for many years. She has received no assistance from their consultants in relation to a R 4416 debit order by, that goes off her account. She requested it gets reversed they did not help. I called in her presence to request to at least stop future debits and was told by Putseletso that she can't help as the company deducting put a block on the debit. She offered no assistance other than to keep saying she can't do anything. I find that response shocking. I find such unacceptable as I trust money is kept safe at the bank.

As it stands my mother will continue to lose around 4500 monthly and the bank that is said to protect her confirmed they will do nothing about it nor they willing to assist her to resolve the matter.