Low bank fees lower trained staff

Horrible call center and service. I was ****med waiting for an international parcel to be delivered I got a message to confirm address and pay customs of 49 rand. I filled wth promps to find out I was ****med out 5000 rand. I contacted the back immediately, they helped me cancel the card and told me because I phoned in quickly I have a good chance of getting my money back. They assigned a case worker to my case. I followed up a couple times to be told they are busy for the investigation. After 3 weeks they tell me it was resolved. I had to phone in to find out that they had supposedly captured it incorrectly and would have to investigate it again which took and other 3 weeks. Then they came back and said too much time had passed and couldn’t get any funds back. I know I was dumb enough to fall for the ****, but if it was captured correctly it would have been resolved. Both my wife and my me have had similar incidents on our FNB acc and it was resolved quickly and got our money back. Sad to say feels like you get what you pay for with low bank fees you get low customer trained support