All because they cant do a reversal???

Despicable Service from FNB. Their consultants have no telephone etiquette. I had an inquiry, decided to try the chat option. Took 15 minutes and me having to repeat myself before they could tell me that they cant help me and i should call a number. I then emailed them, (Re: reversing an EFT) for which they want to charge me money to get my money back that went to a different FNB account that was closed. So i guess FNB just wants to keep that money and then earn something on a reversal fee of R326??? The other account holder has stated that they cannot access the funds. I then call in to the number for which they state sorry that other account is open... it is in fact NOT. It is very likely that this will result in an additional complaint from the other account user who was advised that their account is closed.