FNB won't return funds paid into a non existant bank account

I mistakenly sent a pay to cell to a wrong cell phone number on 05 Nov 2020. The number I sent it to is a friend's number. I called her to confirm if she had an FNB account and she confirmed she had one long ago but the account is closed. I called FNB 3 times in the past week. Each agent told me I need to pay R313 for them to reverse funds from a closed account. I refused. I logged queries and have not received a response from FNB. It's been 7 working days and the funds have still not been reversed into my account. It's frustrating because for such a big bank it's been a pain to get assistance. Instead they want to charge me R313 to get funds which were supposed to be returned to my account because the number is not link to any account. I have confirmed this with the agent I spoke to on Friday 13th Nov and who logged a missing payment for me of which she said it will take an additional 3 to 5 working days. FNB needs to check and train their consultants and respond to customer queries logged via the app. For one of the leading banks in South Africa this has just been a pain. I'm still waiting to be assisted.