Fnb customer service is draining.

I have been trying to get help from fnb for hours now. I want to reverse a debit order that is above R200. I called their customer service and spoke to a machine the entire time, it took me back to the banking app where the reversal is impossible, then it took me to the secure chat where I was told I can reverse at the branch. I woke up this morning and went to the branch and they told me they cannot help because that option has been taken off their system and even from the customer banking app. They said I should seek help from the secure chat. I have been going back and for hours. Now I am not getting a response from the secure chat. It is so draining.

Where are we supposed to get help as customers if they just kick you back and forth. Or is FNB not essential service during this lockdown?