No feedback on Debit Order reversal request

I am really frustrated with FNB. I contacted them last month with the request to write back a debit order due to the function not being available at the moment. Nobody came back to me and I again laid a complaint on Tuesday, Wednesday and Thursday. The general response is that an agent will get back to me in 24-48hours which already expired from my first compliant. Furthermore I am only able to write back a debit order in 40days after debit order but am unable to do it in time if FNB does not come back to me. FNB states on their website that a debit order can be written back but with their new policy that I cannot do it telephonically is very very frustrating as I have to wait for them to get back to me which is currently not happening. It is my money and I should be able to manage it the way I want to but now they are disabling me to manage my own debit orders.