No feedback or movement from FNB re Debit order reversal

I tried phoning afNB to reverse debit order over R200 without any success. I then went to Hallopeter for help, was then emailed by them telling me how to go about getting this debit order reversed. I followed the prompts as per their email for covid19 relief on the 30/04. My application was updated on the same day 23:00 step 2. It is now the 6/05 and it's been standing still at step 2 out of 6 steps. Why is it so difficult to get my own money back into my account. Before this it was just a phone call and your money was back. Now we have to waid for our money, staying hingry and telling my kids there is no momey where actually there is. It is frustrating. Can't phone, I have emailed the FNB with no reply. Cant someone please tell me whybit is so difficult to get my money back. There is no moving and it's not like I want help from FNB financially, I just want my momey back into my account.