FNB refuse to process a Stop Payment requested

I placed an order for products from Biotrim but they have false advertising, when you purchase something there is not a cart that shows you an amount before submitting it. The minute you accept this huge amount comes up that was unexpected. I immediately send an e-mail to the company to cancell my order without any success. I immediately called the bank to put a stop payment and was told to fill in a form and send it back via e-mail which I did. Their automated response back said it would take 7 working days, that was on the 3rd of June 2015. I heard nothing back. I followed up on 19 June 2015 by going into the branch in Pinelands. They could not assist and had to call a call centre and I was told that it would take 24 hours to escalate. today i receive a sms that they cannot process it I must send in all documentation again.