No transparency

On the 10th I called my bank asking for a reversal, I had transferred money to a FNB account the agents told of 7days waiting period n a R100 for the reversal I decided not to do it then and speak with the people who are responsible for the FNB account, I spoke to them the weekend and they told it's better the 7 days than wait 30days from FNB, I called in Monday at capitec to continue with the reversal n I was told to wait 7 working days today I called and I'm told it was not done because it's after 40 days no one mentioned that to me and I'm sure should the 1st agent had mentioned that I would've spoken to the ladies on that day. Why did no one call me back to inform that the recall will not be done, I had on my time to call why is capitec not transparent