FNB - Unsatisfactory sevice and support

FNB changes their debit order reversal process without any communication prior to this change. Took me 3 days just to get hold of someone to help me with the new (unrealistic) process. The banker then tells me the reversal will take one day to reflect. This did not happen and I phoned again and was told it will take up to 14 working days. How is this helping their clients? Where is the transparency? My reason for the reversal was also not due to the COVID situasion but service providers using the pandemic to reinstate debit orders that was not scheduled. Changing amounts on stop orders and my bank FNB for more than 20 years cant assit becuase why? They change their system during a crisis and the clients must bear the brunt of the decision?