Sars refund reversed even though the consultant knew the proof of account was for sars

On Monday I went to promenade mall fnb branch in Mitchells Plain. I wanted a bank statement and new card. They told me I can not get a bank statement I need to put a R10 in my account. I told the consultant it is for my refund at Sars and she gave me proof of bank account. I stood in a long line at fnb and a even longer line at Sars. This morning I get a sms and email to notify me that the refund was paid into my account. I then went to the shop and my card declined which is so embarrassing when I checked the balance there was no money in my account. I then called the fnb call Centre and they told me that the easy zero account can not get any Sars payments and it reversed. The lady is spoke to was trying to send me sms for most of the call duration to access my account and the sms's was not coming threw and it was not on my end because my wife sent me a sms she was very impatient. Tomorrow we having a funeral in our family I wanted to give some money towards the funeral and it is my sons birthday I can not do any of that because your consultant could not communicate to me that I am not able to use this bank account for a Sars refund. Why could the bank not let Sars know. You guys have no idea how frustrating this is. The money is not even at Sars yet but I was told it was reversed even though they could not access my account.