Can't reverse

I'm struggling to reverse R192 X 4 standard bank funeral insurance debit order. I have called twice and they keep sending me from pillar to post. Today I spent 1hour and 06 minutes on the call and they said I can reverse it myself and I keep telling them that I can't see it on the App. The lady I spoke says sometimes when it's holidays it doesn't appear until next business day. I have other funeral policies with standard bank and they appear on my app. I need my money, can this be sorted out ASAP.