FNB does not care - Covid 19 option doesn't work

Up to this far, I have had confidence in a bank that I have been using for close to 20 years now but I want to relay my disappointment in the bank of late.

There was a debit order that went through from MTN after I had made arrangements with the services provider to repay the debt in installments. For some reason, the bank haa switched off the option for me to reverse the payment from my app. I then called in and they directed me to the new covid 19 option to be able to do it. It has been 5 working days and I have not received any form of feedback from the bank. When I call in for a status update, they keep on saying that it has been escalated.

I'm stranded during this lockdown, with no funds for me to even purchase data so that I can be able to work from home. Clearly the bank did not think this through or perhaps this option is just another way in which the bank can protect its own interest without any consideration of its clients..