FNB disappointment

So not happy with FNB, have a debit order that went off on the 1 May. Contacted the call centre a few times, they told me I must do the reversal online or on the app. Unable to do so. Contacted FNB on messenger lite no response. Went to the branch on Monday and I was told by the consultant he needs to send a email to STD bank to get the payment reversed, which I think its totally bull, since when can a Bank not reverse a debit order. Now I need to wait 10 days for clearance from STD bank, how am I going to feed my family. If it was not for my Employer banking with FNB I would have moved my account long time ago