bad service

On the 13th of August a transaction went off my account around 09:15 in the morning with the company that I was not aware off. I tried to reverse it with no luck so I decided to visit the branch in Southgate mall. I was told to call the ***** department. consultant advice that he will send a form for dispute and I must submit it same day and this might take 72 hours.

3 days later I recieved an sms confirming that my dispute was declined so I need to resend the necessary documents. I went back to the branch Team Leader advice me to write a letter. documents were resent so yesterday I received another sms saying my dispute was incomplete. my money is still not reversed by FNB I just keep on receiving sms confirming that the dispute cannot be processed. ref number is ***