Made to pay for the call centre's lack of system and product knowledge

It pains me to complain about my favourite bank cause I'm usually very happy with them...but this time, they missed the mark. I went into the Standerton FNB branch to reverse a debit order from Vodacom (R700 +). I used the phone provided to call Premier banking and I was assisted. I wonder why the threshold on reversing and stopping debit orders over R200 - for who's benefit is it? Is it so the bank can charge us once more? This was done successfully. I then asked the agent to stop the debit order and he advised that I would be able to do this online or on the app, I should rather do that, than incur charges. This information turned out to be incorrect and wasted a lot of my time, searching for an option that just didn't exist (R700+) I then went back to the bank yesterday and I called Premier banking again to have the debit order stopped. I asked the agent (Lebohang) to specify an amount range as the amount they debit varies from month to month. Lebohang was totally confused and insisted that she can only stop the debit order for a specific amount, not a range. Seeing that she was confused, I asked her to transfer me to a different agent, which she did, although I had to start the whole authentication process again :( Some process design yawn..... The second agent confidently told me the same incorrect information, that I'd have to list all the amounts I want her to stop and she can't specify a range. At this point I was really let down and upset I hung up on her. I then had to go wait in a queue in the branch. This was a long wait... The agent had better knowledge and was eager to help BUT in order for him to include the range, he'd have to start the process of stopping the debit order again This would mean, I would get charged again As we speak, FNB had charged me R110 (R55 x 2) for a fault that wasn't mine. I request that you ensure that the staff is adequately trained and return the amount R55 to my account. In essence, what was supposed to be 1 trip to the bank turned out to be 2 trips, the 2nd trip was supposed to be 10min long, but turned out to be 1 hour, a R55 charge turned out to be R110 - why the charge anyway, whats the difference between stopping a R199 and a R700 debit order? If this is to protect customers, can it not be optional, instead of inconveniencing customers in the name of protection