Pathetic service from Arrogant agents on the secure app

I have just gotten off a secure chat with a Tebello from FNB on the app who just dismissed me without even addressing my query. Yet another FNB arrogant consultant who did not bother address my issue. I sent a ewallet to a friend on the 24th Feb and today when they were trying to withdraw they got an error. I went into the app to check if I can reverse only to find it not reflected. I contacted FNB and was met by one agent who referred me to you arrogant yet empty agent, mind you the receiver had an emergency which forced her to remember the ewallet. May I please ask that someone call me to address and also advise on steps to be taken on the likes of your Tebellos who have actually led to me closing my Private banking account with FNB because of such treatment. Should the ewallet need to be reversed please advise who will carry the cost as the receiver's line and mine have not changed nor were the funds withdrawn.