Pay and clear charges are high and I couldn't reverse my money

Fnb is just a ridiculous bank, firstly their pay and clear is so expensive compared to other banks and when I wanted to reverse a payment, they needed documentations which I provided but nothing was done, they didn't even provide feedback, I have banked with Capitec and I was able to do a reversal when a merchant debited twice in one month, why can't I do it at Fnb, this bank is pathetic and I'm so close to closing my account and bank with a useful bank