FNB employee must listen

I have been trying to stop and reverse the debit order that is deducted on my account. I have tried using the app and chatting to consultant via fnb app and they told me to contact the call Centre. I contact the call centre and I was transferred from pillar to post. today I visited Hayfields branch(PMB) as the same debit order went out of my account, at the door the Indian lady when I was trying to explain she just said go to the app and under covid 19 you can do it. I explain that I have tried to do it and it said the amount is too high and she made me like I am a fool in-front of people as I keep telling her I have already done what she was saying, I ended up walking away. I am disappointed and would like a written apology from that consultant. my problem is not solved , and I don't know how many people she sent back coz of her not listening to clients . When you work at the bank 80% you listen and 10 you offer solutions, maybe FNB need to teach their staff what is need analysis and how to conduct it. Put yourself on the client shoes and stop moving the queues