I don't understand why they couldn't cancel a scheduled payme

Saturday I realized I forgot my bank card, then I thought let me do an instant payment. Did a payment to an Absa account . When I checked the account, the money was not there. Decided to go to the bank. I was assisted by Rhu-Charne Brown who told me to write my name on the register. Told her that, "I did an instant payment and the money is still not in my account, when I checked the transaction on my nedbank online banking app, it indicated that it's a scheduled payment for the 30th November 2020,so i want to cancel the payment". She first told me that there is nothing they can do about it then she said I must try and cancel it on my app. I told her that I did do that but when I go back to check if it's canceled I noticed that it's still there.

She tried to help me with that but she couldn't do it as well. She said she can only transfer me to the call center (not at the branch) , they are the ones who can assist me, otherwise there is nothing they can do for me. She didn't send me to the Consultant at the bank to check my account and try and cancel the payment.

She dialed the number for the call center and I was assisted by Mitchel David's who told me that I did not do an instant payment and there is nothing they can do to cancel the transaction.

I was furious because I couldn't do all the things I was supposed to do with that money Saturday and some of my debit orders didn't go through.

My problem is:

1. Why did she not send me to the Consultant to assist me at the branch 2. Why she couldn't cancel the transaction 3 Why did she say I must cancel it on m app then later told me that there is nothing they can do. 4. Why is it a problem to cancel the transaction even when I go to the bank. I mean this is my money we're talking about not anyone else's money. 5.What is an online banking for if you won't be able to cancel or reverse the payment.

Till today that money is still not deposited on my Absa account. So what must I do now?