FNB *****ING FROM ME AGAIN!

So, I requested a debit order reversal of about R11549. 00 from FNB, because I had already paid that particular credit provider. On my request, the consultant who was helping me sent me some conditions that I had to accept before she could do a reversal, then I noticed there for the reversal to take place, I had to accept that I would be charged a R40 reversal fee. I had to answer with a clear YES/NO, and so I answered No, because I was against the charge, I further explained that I would rather wait for the debit order to return unpaid, especially because I had already been charged an amount of R180 honoring fee. Dispite my saying NO to the conditions, the debit order was still reversed, and a R40 reversal fee deducted. FNB are taking advantage of their clients, few years back, I lost the money from my credit card, and they answered by saying they can not locate where the funds went to due to the number of movements of funds that took place during that period, so I had to let it go, just like that! they believe just because they are a big company, powerful, and with big lawyers, they can do as they please with their client's money, no matter how small it is, it is still my money, I worked hard for it, and I want it!