request to cancel debit order

Firstly I enquired re: process to follow in order to cancel a debit order as our bond payment is now being deducted from my husband's salary. I was advised just send an email request then our request will be attended to. I sent an email with my husband's latest payslip reflecting the deduction. That was however not good enough as they now needed a written signed request to be sent to them. I duly did that on 13.03.2016 & received an acknowledgement that my email was received & they would attend to our request. As fate would have it, I called Standard bank on Tue 14.03.16 - spoke to Byron Tarentaal who then confirmed that they did not receive our signed written request, which I then emailed again to his personal email. He confirmed receiving it & he would escalate my matter to his Team leader in order to have my matter resolved. On 16.3.16 I called again spoke to Sibongile , went through the same motions....matter still unresolved. A debit has gone off my account despite my requesting to cancel the debit order. Hence out of pocket R3444:(