Bad service from fnb ***** department

I made an online purchase on Tuesday 18th June 2019 and according to my knowledge the transaction was R9500 but when i made a payment with my cheque card the amount of R10069.09 was deducted from my account. That's when i realised that the transaction is **********. I quickly checked customer reviews about that company, indeed it's a ***** business according to the reviews i've read. Then i quickly attempted to download the cheque card dispute form, i could download it but i managed to get hold of the ***** department number and called them on this number: *** to inform them so that they can reverse the transaction for me. The guy i spoke to emailed me the relevant form and he said i must email that form to the email address stipulated at the bottom of the form. He cancelled my cheque card so that money cannot be withdrawn from my account. I filled in the form and attached other documents showing that i also instructed the company to cancel my entire transaction and sent the to ***. on the 20th of June i received an sms saying that i didn't send the documents and i must send the documents again, but that was no true because after sending the emai i received an email acknowledging and confirming that they have received my emai "RE: Transaction Reversal - [External Email] [REF:***]" they also gave me the reference number. But i resent the documents anyway because i desperately needed help because debit orders are going to lapse if money is not in my account by the 26th of June 2019. Today on Sunday 23 June 2019 i received sms notifications saying R1183.15, R1309.92 and R1239.49 were reversed, i was surprised that only these amounts were reversed whereas i asked the bank to reverse the R10069.09. I then called the ***** department on this number:*** to find out why they only reversed these amounts when i clearly asked the bank to reverse the entire transaction, the lady i spoke to said that it is because my request was cancelled, they cannot help me because i didn't send the required documents and she also said that i didn't send the documents even after they asked me to send them through an SMS, i told her that i sent them and i resent them as per their request that they sent via sms on the 20th of june 2019. I read her the confirmation that they received the documents via an email. I even told her that would i refuse to send the documents even when i need help? I wouldn't do that. I am disappointed that they just cancelled the request to help me without calling me, i am under the impression that fnb doesn't want to help me and claim that i didn't send the documents and i did send those documents. I am so disappointed with their service i lost plus minus R6500.....my debit orders are going to bounce!!