Inexcusable service from FNB

Yesterday my helper's husband had incorrectly deposited their rental money into the wrong account and when he went inside the Forest Hill branch to get assistance to have it reversed he was told to contact the person who he had deposited the funds to to have it returned to him. Firstly how do you contact a person that you do not know? Secondly is FNB willing to give them the contact details to contact their customer? Thirdly is the type of customer services being provided by FNB?

I am really disappointed and i am really considering changing banks if this is the case as it can easily have happened to anyone else and it seems that FNB does not pride it self in customer service in his regard.