Poor service

After numerous calls and emails, I have to revert to this platform hoping for feedback. I reported a ***** case for goods not received but paid for. The culprit is a FNB customer. FNB sent Capitec an email requiring supporting documents from myself, which needed to be requested from me by Capitec since this is how FNB works. To date I can not get anyone to tell me what the documents are that FNB needs to proceed with the case. All I get is promises that forensics will phone me which does not happen. And a new case number each time! Latest ref is ***0 and the FNB ref is ***