Takes more than 8 days to reverse payment

Dear Fnb if seems like the only way to get assistance from your staff is through Hellopeter. I made pay neon my revolving for the first time on the 1st of July cos it was a due date and my account was still not debited. You then debitd me on the 2nd of July which made me pay double for the month. I then sent premium banking a request on the 2nd July to reverse my payment since you can't reverse the debit order. Simone rep**** on the 6th July saying she will assist and get back to me. I then sen Simone an email again on the 7th JUky to assist me she ignored me. I was also going to the bank for assistance and on Friday tdhe 3rd July Cassius promised to assist me and said I must send him an email zone Monday to remind him and I did. I then asked Cassius that it's now the 9th of July and I am still not assisted, he also just ignored me. What's wrong with you people? Is hellopeter the only way to get your staff to work