FNB Failed to assist me

I made a payment on the 4 Oct 2021 for R1047 to Takealot using Ozow, payment went through but Takealot says they didn't get the payment notification contacted Takealot (they said they cant help I need to contact my bank).-then I contacted Ozow and they said they can help me. I went to FNB springs mall branch to try and reverse that R1047 I paid and i was told they will not be able to assist me with that problem. To this day i still don't know what happened to my money. How do we trust banks that cant help us with such small things.