FNB - TRYING TO DISPUTE AND STOP A MONTHLY PAYMENT NOT RECEIVED NY THE PAYEE

I have a monthly payment going off my account, payable (I thought) to Deezer. Deezer says it is not receiving the money. I tried to stop the payment and was told I first have to register a dispute. I emailed the right address (***) 12 days ago. I received an acknowledgement and a promise of action within 2 days. The same thing 7 days ago. I have now tried again. I have been with FNB for about 40 years. Generally, their service is reasonably good. Stopping a payment is turning out to be well nigh impossible. Come on FNB ! Not good enough ! (And I want a refund of all those monthly deductions that have disappeared into thin air please.)