Just a number to FNB not a Person

I attempted to cancel a debit order for a car loan that another car loan organisation had settled on June 19th, but was unsuccessful. The internet or cell banking app was useless, either due to technical issues that are being investigated (which never have a resolution) or a request to contact the call centre. Now I will have other debit orders declined, resulting in additional charges being deducted for those declines, and my credit score will drop as a consequence. Ultimately, who bears the burden of a robotic process and business rules centered on protecting the business? I am the client, that is, a person who seems to be forgotten about.