FNB does not worry about middle class

I am very disappointed in FNB. My wife is a client there and this month she is distraught. She went to FNB and asked them to help her stop 2 debit orders wich they said they did do but on the 25th of August both places made a double deduction witch is over R4000. She went back to the bank to reverse the debit orders but couldnt do it, the consultents at FNB said she should call in and ask for help wich se did but the person on the phone said FNB cant help she should call the places who debited from her account and ask to reverse one of the payments as they did a double deduction.. Both places denied and said its not their policy to do refunds. I would just love to know how FNB can do a stop order on an account and still allow them to deduct not once but twice in one day and then say there is nothing they can do?? When she wanted to go to Capitec I told her no theirs no better bank than FNB now I feel like a fool.... FNB doesn't help their client's who knows maybe if you are rich and have a business its different but for us working class its not helping we just gets *****ed by tax and banks and finical places