Poor service

I needed to pay someone urgently by e-wallet & the minute I entered their cellphone, FNB linked the cell no. to the account no. which is then an option for pay to cell which they mentioned that it is cheaper for me (the sender) in charges. When I called the recipient to confirm if they received the R350, he told me that the account is no longer working/active. I called FNB call centre to reverse it & they told me there's nothing I can do cause it is not my account. I must fill in the reversal form which will charge R325.50 fee. Why did they give that pay to cell option if I can't reverse the funds? I still need to pay this guy & I don't have any money left in my account so what must I do? I needed them to reverse this money so I can transact by e-wallet as initially indicated.

FNB is frustrating, I have banked with them for more than 10 years & now this? so more of their slogn "How can we help you" now their latest promotion of "bank of the unchangeables"