Very unprofessional service

I closed my standard bank current account, and was told that i had to move my personal debit order which i did the consultant at the branch changed my debit order to the end os each month, and my first debit order was supposed to go off on the end of November because my debit order for October already went off. I than called the call centre to reverse the debit order on the 2nd of November and nothing has happened, I called this morning and the consultant want me to get statements and ID Copy which i Find very irregular because all that need to happen is to just reverse the amount back to the account where they took it from. The Consultant than dropped the phone in my hear which is very unproffesional and rude. Where has customer serviced dissapeard to and even though they mess up they treat us as if we are in the wrong