Debt Order Reversal.

So I had a debt order go off from my account on the 25th of October this year, this debit order was not supposed to go off as I have made an arrangement with African Bank and set a debit order. I have been trying to get the reversal done for about 3 weeks now and it is very upsetting because I cannot reverse the debit order on my banking app or at my bank. I sent a few emails asking for anything information that might explain what is going on but all I get is some generic email saying "Kindly be advised that we are still waiting for feedback on the below matter."

What is so difficult here? surely after two weeks there should be some sort of communication or feedback or maybe the request is just being ignored or purpose?

I was also told this would take about 3 to 5 days to be resolved but here I am wasting valuable time typing this when I shouldn't but clearly this company does not take people serious. I don't know what to do now. This is very upsetting.