Fnb could stop a debit order for my brother in law & I have the exact same d/o going off but they cant stop it for me

On Wednesday, 30 July, I contacted FNB to request a reversal of a debit order that had been processed against my cheque account. I was informed that reversals were not possible. I then asked whether the debit order could be stopped, and was advised that this too was not an available option. I expressed concern that this would leave me with no choice but to switch to another financial institution and close the account in question. The consultant offered to arrange a follow-up call from a specialist to assist with opening an alternative cheque account. The following day, I also engaged with FNB via secure chat, where I received similar assurances that someone would contact me—however, no follow-up has taken place. This morning, my brother-in-law, who also banks with FNB and is subject to the same debit order, informed me that his banker was able to successfully activate the stop order functionality on his account for a 12-month period. He shared a screenshot confirming the option via his banking app. I would appreciate clarity on why the same functionality is not available to me, and how such a discrepancy could occur. Should there be no resolution, I am prepared to explore options with another bank that may offer more consistent and customer-focused solutions.