FNB Debit Order Issue

I spoke and submitted an application for a flexi option on my home loans account to Johan D on the 9th September who was a great help to me and was advised that i have to reinstate my debit order as it was previously deactivated due to my insurance paying our bond. I then submitted the forms to *** on the 14th and i received an email from Lenny Motsepe wanting to confirm the dates and i then responded to his mail and that was the last i heard from him. I then called 3 times to find out if this request was done and i spoke to someone from the call centre and they confirmed that the debit order will run on the 25th and it didn't run... Now my dilemma is that i need to access funds from my bond URGENTLY and i cant because the debit order was suppose to run first before i can have the flexi option. The customer service in the debit order department is very very poor especially from Lenny Motsepe who never returned to me. I'd like to be assisted urgently please.