FNB INCOMPETENCE

so i have been trying to reverse a debit order from the 25 of August and up until today that service is not available on the APP, and when you call them they charge YOU A FEE,,,so my question is are you trying to rob us the fee,, because that service should have been fixed but it has not and i need my money ....who is fooling who ??? because you should not charge me for your incompetence...