Failed service

Tried getting a debit order mandate that I didn't accept cancelled, fnb consultants tells me a 3rd party debit order mandate can't be cancelled by my bank. I've tried to have this cancelled with the service provider but have failed. Now the bank I've trusted all this years is failing me, which tells me we are not safe with such service providers as money can be taken and FNB can't really help, it's like we are on our own. Sad indeed