Bad customer service

I was trying to reverse some debit orders as I have pending quiries on, on the app it does not allow me to reverse, so I was chatting to this guy he said I need to phone the company for reversal to be done, but if there is still pending queries and I can’t be help cause this is my money I should be able to do anything I like what needs to happen, change the bank because clearly you can’t help me with my money? It does not make sense I need to reverse the money I will deal with them personally but now I have a right to reverse. Maybe opening an account to another bank will be an option so they won’t find anything on the account they are debit because now you basically on their side but it’s my account. And the guy I was chatting to ended our chat while he hasn’t answered my questions