Inadequate Assistant and redundant attempts that don’t solve issues

I have been charged for EDO Collection fee on a platinum life insurance I didn’t ask for either . When I went to the bank I sat hours on the queue to be told to call the head office of which after almost 1 hour being on hold. I was told to use my app to stop the debit order. When I use my app to stop it I got a message that the debit order is too high to be STOPPED !!! My initial issue has not been fixed which is reversal of this EDO collection which is triple the amount of the actual debit order. Fix this EDO collection and give response why you charging unemployed people ridiculous amounts for debit orders they did nit agree to . This has been going on for years and you still have not dealt with this major problem.