FNB Not Helping

Yesterday I received a call from Mpho after my review on hello peter. She assured me that the two debit orders I was querying will be reversed. She even said that she'll ask one of the call centre staff to contact me and do the reversal. This morning David Mntambo calls me and told me that the debit orders can't be reversed. He said he'll refer the case back to Mpho. The next thing I know, I get an email from Mpho saying that the reversals won't be possible. How do you raise someone's hopes and say they are reversible and the next day they are not? I'm using a new card for this account but the so called authorization went off on my old card...please FNB I need that money back.