Impossible debit order reversal

My own bank since 2008, why is it a problem now to reverse a debit order, I have a valid reason for reversing, service provider does not want to cancel my policy, so in this case whom do I get help from, it's affecting my account, in these covid 19 times one cannot afford to be deducted money unnecessary, on Tuesday the 28 April I went to the chat app, spoke to Katlego she adviced that within 24 hours it will be done, today it Monday the 4th nothing, the service provider don't reply to any of my emails, I even went to the bank a consultant told me he can't help since they are not allowed to reverse, he sent them an email, that was on the 29th April, till today no communication from anyone, I cannot let 1154 go down the drain, I need it. The last 2 months I was able to reverse the premiums with no hustle now I must run around email, call go to the bank, that's not far.