debit order

we are struggling t reverse a debit order that was done by platinum life, my husband is currently unemployed and cannot afford to pay the monthly premium of R 290. my husband only receive the SASSA R 350 grant from the Government and image if the R 290 is deducted from this amount we cannot reverse it at the bank, the bank says we have to call the company ourselves . I feel this is NOT right because we all have the airtime to hold on to speak to a consultant can you please reverse this debit order as well as cancel it PLEASE!!! what is needed for this to be done.