Bad service card dispute

Again FNB is proving to have the worst service ever. I loged a card dispute on 20th nobody has touched my request today i went on secure chat and Alicia tells me i cant dispute it i must go the store and ask for a refund. I use online shopping and banking so i dont have to go into a covid invested bank or store but your bright sparks tell people to go into stores while the bank is quite able to assist me you just to dam lazy to do your jobs. Thank you fnb for caring. How can we help you......what a joke.