Sarcasm through policies

I called Fnb this morning ,telephone banking and spoke to the most disgusting team leader ever by the name of Adelaide Ndlovu ,i wanted to reverse a debit and was told they cant as i have given that entity authorization for the debit .My concern is that if i gave authority it should be who can revoke authority ,i find it hard to believe that my supposed bank refused to assist .this is my money after all .I have reversed debits with them before with no hassles and stories,i than spoke to a senior Christopher Nkhata who very politely explained the reasons to me and i understood ,however Adelaide had me on hold for about 20 mins and came back to the call with a stinking attitude and sarcasm ,she had no care for me as their customer and told me that if i am not happy with their policy i can log a "complaint "which i found sarcastic and rude as she failed to resolve or advise effectively .She further went on to tell i will wait the whole day for her senior as he is not in making me feel even more helpless.