Card Dispute Departmement apalling!

I recently switched to FNB and I am regretting my decision. I have had the worst service ever from their card dispute department. I submitted a query on the 11th August 2023 under booking reference - REF: ***. And since then its been up and down. I have logged onto their chat platform on my app and spoke to Nicolette who always promised an escalation. I eventually received a call from Chaylan who went through my query and then requested a statement to corroborate my enquiry. I then sent it 2 minutes after the call only to wait weeks again for him/her to send me an email requesting information I already shared. This is so disappointing and the rude tone from Chaylan is disappointing to say the least. The worst thing is this department has no direct line so you can never speak to someone directly.