Fault ATM and bad customer service

On 14/03/203 I did a cash send (e-wallet). I received my pin via sms. I go to the fnb atm in my area, and try the transaction. The transaction fails. I call the call center and they tell me I can reverse the transaction at a cost of R65. Why should the client pay for an FNB error. I hve now requested a new pin, and at extra cost have to go to a further atm.