FNB debit order authorization refusing to clear

For about a month I couldn't transact on my FNB account due to a debit order authorization hold. I went to the branches I called the service centers I even used secure chat and I was met with the same response, fill a debit order cancellation. I filled it twice and they kept telling me they couldn't help me. Loosing hope I was about to close my account and I decided to try once more.

A service advisor named Qiniso immediately understood my request and frustration and immediately knew where to send me. Turns out I needed to talk to the virtual card department not the debit order guys and they sent me there. I was routed to Alscia Mhlawuli. This person did not waste any time. They immediately told me they would escalate (something I was told before twice with no result), told me 24-48 hours to sort out and gave me a reference number to my request. To my delight I did not need to use my reference number because my issue was solve within 48 hours. I would like to thank these two service advisors. I am a student and I was struggling I did not know what to do. If I need help with my account I hope I bump into them again. Thank you so much.