No accountability

I know that banks have rules and procedures in place to protect us as clients at the end of the day but I have a HUGE problem when those rules inconvenience me as a client. I was stranded in another province on Sat and requested a family member to send me money via ewallet only to find that my ewallet services was blocked by my bank, I then called to find out what's happening and I was told the bank blocked my service because somebody sent an ewallet to my number by mistake a couple of days earlier and they need to reverse this money. HOW IS THIS MY PROBLEM as this was not my fault now I need to suffer? What annoys me more is no one from FNB called me to inform that my services are suspended temporarily and the consultant I spoke to had no intention of assisting me as he said "It's bank policy there's nothing I can do" no sense of empathy whatsoever, he didn't even ask to speak to his supervisor or escalate the matter further, it was sorry we can't help while I stood there stranded not knowing what to do next. WOW guys after so many years with FNB this is the service I am getting from you guys? Well done guys, clearly FNB is big enough and no longer need small clients like myself. I got the message loud and clear hence I have considered moving banks come end of December, I just need to notify my creditors once I have my new banking details. In the meantime if it's not too much to ask, can i have my number unblocked for future transactions PLEASE!!!!