Unhappy FNB customer

I have been using FNB for almost a year since I had a problem with Capitec and i even have a bond with them but I am not very happy with their service . I think they are using Covid-19 to gain loan customers. I have always reversed my debit oders via the secure chat on the app pr over the phone now they are telling me that they are unable to assit i. I was chatting to thaloana then I changed to Sisanda for which they are telling me different stories.Sisanda told me they are unable to assist because the reversal button is not available also that I must contact my creditor for assistance and Thaliana told me that he can't do it because of the Covid -19 issues also that he is working from home and i dont understand how that has to do with reversals. When i go to the app it tells me i must contact the agent and reason why i am saying they using this issue to lend money is if you are unable to reverse on their app they put this option of money relief where if you are desperate enough you can borrow from them. I'm really not happy can someone please assit.