dishonesty and unprofessional FNB online team

send email requesting money reversal on 5 November 2024, no response, made a followup on 27/11/2024 spoke to Ms Khethiwe she did her best to get my forms thru. Went to FNB long street, cape town were you get AMAIZING STAFF MEMBERS we call online banking division who failed dismally to help us. made a complaint of the service and one lady from the customer complaint desk called and assured me things will be resolved and that was that nothing worked and or was done. went to FNB long street cape town this morning and all the responses you get from this FNB online banking are shocking. as much as they use emails for communication, they "choose what to open and read" terrible service and not sure who else can help me at FNB to reverse my funds. they blocked the account of the person i send money to and she cant reverse the money via internet banking and on my side they have a lot of stories and the only thing they tell me is we will be charging you for request for reversal. need help before FNB ***** my money. any government governing boardy that i can approach and present my case.