FNB not answering calls about Debit order reversals

During the COVID 19 period, thousands of people (as evidenced by the Facebook page - FNB FICA Complaints) have had endless problems with FNB. I am among those people. FNB have been incredibly unhelpful whilst still trying to sell me new products and offering me what they call "relief" which is nothing more than a loan which would force me into additional debt which I can not afford. I have been trying for hours to get hold of the department that deals with Debit orders as I need to reverse a particular debit order but there is no answer. The number I have dialled no less than 8 times this morning is ***. I go through all the options and wait for someone to answer- but it always tells me to call the same number and then ends the call. I am trying to avoid opening a case with the ombudsman as this should be a simple fix - I just need one debit order reversed as it should not have gone off in the first place. WHY IS FNB NOT ANSWERING - and don't tell me it's COVID 19 because NO ONE can get through to this number and haven't been able to for ages.