shocking service by fnb

shocking customer service no email response cant get through on phone. they hung up my call on friday ? while waiting for feed back. i made a pay to cell payment where money when to an incorrect account , i was advised top send documents and told that they need confirmation letter or proff of banking even though that did not make sense cause i am already banking with them i still sent them , for them to reverse my money ,1 they rejected saying i did not send documents ,,got this response:mailto:***is e-mail serves as a formal notification of the outcome of your request. Kindly note Recalls and Reversals are not always possible due to the nature in which the Recipient Account is set up. Request Reference: *** Outcome of request*: Completed Reason for outcome No Authority to Debit Account Name Account Number Amount Outcome of transaction Reason for outcome Comments MR MADIKGALE L MOROTA *** 1050 UnSuccessful No Authority to Debit Please note the department handling the recipient account has declined the reversal, you have not provided supporting documents as requested. If you would like to proceed with the reversal request kindly submit requested documents to *** for further assistance.This e-mail serves as a formal notification of the outcome of your request. Kindly note Recalls and Reversals are not always possible due to the nature in which the Recipient Account is set up. Request Reference: *** Outcome of request*: Completed Reason for outcome No Authority to Debit Account Name Account Number Amount Outcome of transaction Reason for outcome Comments MR MADIKGALE L MOROTA *** 1050 UnSuccessful No Authority to Debit Please note the department handling the recipient account has declined the reversal, you have not provided supporting documents as requested. If you would like to proceed with the reversal request kindly submit requested documents to *** for further assistance.i then went to eyethu mall assisted by linhle you really did try to assist until it was his lunch time , when he told me he would get back to me with feed back but nothing has been said , as on the call he spoke to someone who then said the other recipient declined . and i had proof that she was lying then we send that proof . still no call ,, i am not happy with fnb . i have been banking with them for over 10years and i have nothing to show that i am a valued customer