FNB, hidden fees, lies and don’t have your interests at heart

I have been a loyal customer to Fnb for last 10 years and I work in the military. I have had such a horrible experience over the last few years with Fnb and I believe this is the cherry on top. I inquired before the time about a debit order that was going to go off on my account so I was told by customer services that I should cancel and stop/block the debit order 10 business days before the debit order goes off I then insured that I met their requirements and I gave all the information which they requested they assured me that they would not be able to debit off my account and I believed them. Fast forward the next day when I get paid the debit order goes off I have cancelled the contract so now I decide to call the Fnb helpdesk to let them know that the process was a waste of time and that they have successfully made a debit off my account. I then asked them why did this happen as they assured me that it would not happen and that they had my best interest at heart I was told that I would have to wait 24 hours for the debit order to reflect on their side before we can process the reversal and the stop of the debit order. You best believe come the next day and I request you reverse and stop the order I am then told that it is blocked by the creditor and that they cannot reverse it now my wife weird enough is also using the exact same exact same company as what I’ve been using and we have both settled however she’s a standard bank her bank has allowed her to reverse three months worth of them and I can’t even get one done. Is this service that you guys really offer for your clients?