Jaw dropping..horrible...service..what is happening with FNB

lost the plot was putting it lightly...now FNB is forcing me to pay double the amount as to what I was initially told it would cost for a reversal/recall...Irrespective of the outcome? So much for ....the above instances, the bank may, in good faith, provide you with further details to assist you in approaching the recipient directly to recover your funds.....FNB flopped on assisting me with this as well? "Initial call was logged 24/12/2020....Today the 05/01/2021, am told to resubmit/resend which I do...only to get another email today...telling me that its another waiting period and it will cost me double...This is the most horrible service ever.