FNB: The worse bank ever!

So this is my second review now. I wanted to reverse an online payment that I had done using the FNB online banking and they told me to fill in a debit dispute form. That was problem number one, why am I told to fill in a debit dispute form when I want to reverse an online payment? Nonetheless, when I was dealing with the dispute team, they told me that they wont help me because I had authoried payments using an OTP option, *** is that? Are they basically saying that if you had made an online payment and authorized it using an OTP (no matter how much you had paid) you will be able to reverse this money Ms or Mr client, sorry, your loss. Maybe that is exactly what it means because no one has reached out to me and I have not gotten my money back. FNB is the worse bank ever. I can;t wait to close my account with them.