Push to change because " we can't help you"

Worst telephone services ever, I have been with FNB about 15years but today I lost all hope and faith in your bank's and systems. I made a error payment on my app(FNB app) but no one can help me get the money reverse as I have been to the bank on a number of times trying. Today I went back into a branch and asked for assistance as one of the consultant help she was even given the run around on the telephone like how I was. She was transferred to 4 department and no one could help. Finally the last person said to her that it now take 10 days before they even action it. But my luck the 10th day is a public holiday. I'm at the point of wanting to move all my accounts and my family account from your bank. For a bank catch phrase to be " how can we help you" and not be able to help a customer of there own is beyond me. To make matters even worse my wife has full signing powers of all my accounts and they say to her when she calls sorry mam this isn't your account and we can't desclose the information with you. So please enlighten me why you say they have full access to my account but when it comes to anything they refused the information ?