Consultant doesnt know process

I phoned today and spoke to Reabetswe Tshikota to cancel my debit order and make EFT payments in order to pay more on a monthly basis. She advised she is able to cancel the debit order but is not sure if it will be cancelled. So this is so frustrating as since I have dealt with Standard Bank there's always a knowledge gap and the consultants seem as if they don't know what they are doing.