FNB customer are in hell during this lock down

My name is Orphan Mabasa. I am disappointed with FNB, I went to FNB branch at braamfontein due to R5000 rand that was deducted on my account by OLD mutual. I wanted my money reversal back into account then could deal with oldmutual but Lady at reception said that they can't help I have to do it on App to which apps don't do over R200 reversal. She then gaved a phone that directed me to do it on app as well, filled what was needed and still no one bothered to contact me. We talking about R5000, my life has stopped for that was money we suppose to leave with together with my kids and extended family. I need my money reversal, FNB. I have used standard, capitec for years and never experience such disappointed.