Dragging and delaying tactics

From 8April I've been trying to do reversal was told the form was incorrectly filled then i called their consultants who said everything was correct on the form emailed them again then on friday got an email saying third party account must be my account to deduct R313 fee and when you read their T&C it said the fee will apply only on pay and clear transactions now they are dragging this process and we both bank with them why all the delaying tactics they can take the money when they want