E-wallet reversal ****

I sent money to my partner's phone number. No sms was received. FNB claims the number was not active when I sent the money, yet I communicated with my partner using that same number. I sent the same amount to my partner on the same evening through a friend's number. The sms came through but the pin did not work. None of the subsequent new pins worked. I spoke to a consultant on the phone in the branch. I was told because I did not reverse the transactions from my app in the designated time, they can reverse it on my behalf but they will keep 24% of the money. Such a money-making ****. The consultant could not explain why the problems could not be fixed on their side. She eventually muted me.