Bad client service and assistance

I recently tried to reverse a transfer made from my FNB account to a ******** account. As this was a time sensitive situation and had to be done asap I got all relevant documentation as well as opened a case with the SAPS that the bank required only to receive a mail back from FNB a couple of days later saying that they do not handle that type of issue/*****. I should contact a different department after their details were given to me by a FNB employee to contact in that regard. Thanks to FNB I lost R4300-00

In stead of mailing me back saying I sent it to the wrong department or what ever, why not just forward it to the correct department and by doing so assisting your clients to the best of your ability ?