Disappointing service

I made an EFT to purchase something from afNB to another bank and shortly after, on Thursday after 5pm, I became suspicious it might be a ****. The next morning, I reported this to FNB’s ***** department, and they advised me to contact the EFT team or wait to be transferred. When I was transferred to the EFT department handling my account type, they told me I had to fill out a reversal form, which they would send me, and there would be an admin fee. I received the form within a few minutes, completed it, and sent it back. I was told the eft usually would take one or two days to clear so the earliest would be Saturday meaning there was still time to reverse. To my surprise, on Monday morning, I received an email stating they wouldn’t process reversals or recalls if it involved ***** or ****s, which was confusing since I initially contacted their ***** department. Again, I called FNB ***** as per the email and I was advised that I will need to report this to the police and get an affidavit. The whole situation is very frustrating. This level of service from such a reputable bank is unacceptable. I believe this issue could have been resolved before the ******** received the money.