I expected more from FNB

Good Day

I am deeply disturbed by the lack of empathy provided by FNB today !!!! I got charged for R1000 Airtime on my phone while trying to purchase just a R100, I understand this is my mistake however i also expected to receive assistance in having this reversed by my bank of choice. My first request for assistance and i am met with an attitude of mockery and no assistance what so ever. As a family man this money means more than most people would understand. My family depends on this more than i do. I truly need your help resolving this or i will have take our families banking elsewhere. Might i say i have a friend who is using Absa and he was refunded within 24 hours.