Disappointed

I have a ********** debit order that has occurred over the last few months. The first time I reported it, Tyme Bank was brilliant refunding my money and ensuring me it wouldn't happen again. but it is now monthly, for a larger amount every time. Each time I call I get cut off, after waiting 10 minutes or more to speak to someone. I also get transferred between ***** and customer service. Now I am told I need to somehow figure out who has the debit order and cancel with them. I do not know how to find the holder of the debit order. Why is Absa able to allow me to cancel unauthorised debit orders on my online banking, but now I am helpless to stop the theft?