FNB poor service

I received a notification that I ordered a business card at FNB I immediately notified FNB that I received a message that states that I ordered a card which I didn't order ,l had received a business card 2 weeks ago and was charged and I am now charged again for a business card l never ordered or received when I contact FNB I am told to go to the branch to reverse the charge ,I don't understand why they can't reverse that charge without me going to the bank as they can see that I was charged for 2 cards in one month .