STOPPED DEBIT ORDER WENT OFF ACCOUNT AGAIN

In September I requested a debit order to be stopped and refunded through the app because for some stupid reason, we cannot do this immediately anymore. We have to wait weeks in the middle of a pandemic for this to be done. An agent eventually called me in October to stop the debit order and refund the debit order.

To my surprise, in November the same debit order went off my account. I requested AGAIN, through this stupid process for it to be stopped. Its now 29 DEC AND NO ONE HAS CALLED ME. I am so livid with this bank my word. Can someone call me back to reverse this debit that was meant to be stopped 3 months ago already and refund my money. Why is it so hard to render a service?