Bad Service FNB

I submitted a card dispute form to FNB, for the debit order that was done by Autostyle Motorsport on 16 October. Today I called the bank to check progress of my dispute I was told they busy with it and they have badlock of claims (Loreto Auto Arcade (Autostyle) - [REF:***]) The day before yesterday I called the bank, I was told they escalate the matter, I should wait for 48hrs for feedback, still there is no feedback back from the bank. No one is communicating anything to me until I call them.