Do FNB employees have a manual?

I sent an ewallet to someone and it turns out they no longer use that number. When I called the FNB call centre to request a reversal, they told me I couldn't reverse the transaction since it's ewallet extra, the recipient needs to do it from his side. When the recipient called the call centre, they informed him that he cannot reverse it, I must do it on my side. Can FNB stop sending its customers from pillar to post, what needs to happen here?