Incorrect info resulting in money wasted

On Friday I spoke with a consultant at home loans who advised I would be able to pay my home loan for 6 months in advance and that I should make a transfer for the amount of 36k and request for the debit order to be de-activated for 6 months. I’ve done exactly that and when I requested the consultant at home loans to de-active the debit order, I was advised that cannot be done.