False Debit Order

I came across a Debit order on my account on 15th of the Month stating EasyDebit. I contacted the bank twice and asked them what it is for? They told they will investigate it, today a week later they send me an sms: Your request to reverse has been declined ********** 884. Call the call centre, which I did and they mentioned that they can't do anything as the merchant refused to reverse the charge, Khanyi from the Complaints department said she can't do anything to help me, and she can't log the complaint either. I would like Standard Bank to close my account, this is the second incident in 2 months, and they can't help me.