Fnb Worse Service -debit order reversal

I phone Fnb call centre concerning Debit order Reversal of R5200 for the accommodation of where I used to stay,I moved out last month and they debited my account same day but they told me to go to my bank and reverse it.TheCall centre advice me to contact branch b/cos of the amount which is more than R200. I went to Fnb Wonderpark to reverse it and they told me they can’t reverse it due to Covid-19 which I don’t know what does it have to do with my money. Why is only Fnb who’s got that rule which we as People of SA never heard of and no other bank is doing it only them. Does Fnb cares about their clients needs if they use Covid-19 as an excuse to give us good service, telling me to contact the service provider to reverse it , how on earth will the 3rd party be able to reverse debit order on my account I lost my job , I’m also going to loose my money because of Fnb bank. I need my money back , I’m willing to take it to ombudsman to get clarity on this.