Poor service

I am not satisfied with the service that my uncle have experienced at FNB branches,He went for his debit order reversal which they could assist him,his money was double deducted but they told him that they cannot do the reversal where as they still gave him USSD number to reverse the money himself,why would the person go to the branch if hia going to get such service,if they saying they cannot reverse the money why did they gave him USSD number were they fooling him around,and I think when it comes to the reversals FNB consultants are having an issue with that,because hes the third person that I know that they couldnt ask,and they just saying they cant reverse the money because of the refference that is been used,so basically FNB is the only bank thay always get tricky refences were as other banks never got them,i found it very strange and disapointed about their service,why must we continue banking with you guys if you can not help when need or give proper explaination that can give satisfaction to the client