Poor service and bad online platform FNB

The online platform was closing and glitching before I could make any payment authorizations. I even received messages saying payment declined due to no authorisation.

I was then surprised by an R11000 deduction. Apparently the system was experiencing problems and I was debited 5x.

The agents were unhelpful. They confirmed that the system was faulty and they had had numerous payment issues. However I was advised that I need to pay a sum of R325 for reversal plus I would only know if I was successful after 10 working days.

Why would this be delegated to me to resolve when it was a bank technical error. The agents were not empathetic at all. There are messages coming in informing clients that they are having payment issues and to ONLY retry if the money does not show as deducted. I did that all day and just before 5pm I 5x the charged amount was deducted.