What happened to my bank that I always was so happy with ??????

On Sunday 28/01/2018 I for the first time in life become a victim of a **** , I followed a link on Facebook and ordered a cheap phone from -only to realize after paying -by reading the comments at the bottom of the advert that is was a **** – on realizing this -I immediately phoned FNB premier banking and asked them to stop the payment -they forwarded me a form that I completed early the next morning ( as I only have a printer at work ) and send it back on the e mail address on the form -no feedback -on Wednesday I phoned them again -asking what is happening -the amount still under pended -the man I spoke to said to me -he ‘ll escalate the matter -they will sort it out -now today -I have a look and the amount has gone thru -phone FNB -asked them what now -only to be told now -by a very unprofessional sarcastic man that I completed the wrong form -when I told him -this form was send to me by FNB and I have proof that it was submitted -he very sarcastically asked me for the reference number -after I told him I did not receive it -now explain to me -how many times did I ask FNB to stop the payment -and they did not do it -now it has gone thru -and now I’m being told that I filed in the wrong form -and what ABOUT MY MONEY ?? pathetic!!!!