Charge Dispute horror rocky show

<p>I have an Account with a online retailer and my Debit orders go off on the day I get paid. While reviewing my balance of the Account, I made a mistake when clicking to view the balance, I paid R3578. I went onto my online banking with FNB and found the charge was in my transactions but pending. This was done on 25 March 2017. I contacted the FNB customer care on 31March2017 and spoke to a representive and explained that there was a accidental payment that I made but the payment shows it's pending status on my online banking and still has not been cleared. The FNB representitive advised me politely, if I want to reverse or dispute the charge I need to get into contact with the company and get a Document to prove that they have not received the funds. The Agent also advised me that if the Company I paid did not do their banking yet, that could be the reason that the payment is still pending. So I thought lets wait and contacted the company on Monday 03April2017. I checked my online banking and the status on my payment still has not been paid, I contacted the company and they confirmed that No Payment was received and they sent me a copy of my statements to date showing No Charges was made other than my regular installment that went off on 24March2017 for R1140. I took the document that was on email on my mobile phone and I spoke to Siphelele at FNB Branch Promenade. I explained the situation to him and showed him the email with the documentation attached to it. He said I needed to fill in some reverse form and he will submit the request and did not need to have the documentation from the provider. He said it will take 7business days. 7 Business day's later I received a 2part text message from FNB providing me a Ref# ********** 3_ ********** 78 stating they are unable to to process my dispute. Please re-submit together with the required documents with merchant-service provider. I returned the same day back at the on 10April2017 and had to explain this to a consultant named Zandile and I explained the consultant Siphelele said they didn't need the proof and she said they do require this documents for it to be approved. So I emailed her the documents to and she submitted this and said it will take a further 3Days. I called the Customer Care at FNB from work on 13April2017 and spoke tp Mpo in the Disputes department not saying I spent more time on hold than speaking to the agent, I explained my situation to him and after being on hold for 25-30minutes he returned to me stating that he needed to get a manager to look into this and placed me on another 10minute hold, he came back saying the System is slow and don't want to keep me longer on the line and will call me back and confirmed my mobile number. I haven't gotten a call back and felt I need to go to the bank yet again as i do not feel Mpo knew what was happening or the reason why the dispute was unsucceful. I returned to FNB Promenade very unhappy and dissatisfied by the service I received from my bank I have been with for over 8yrs and spoke to Siphelele again. I told him when I came to you on 3rd he failed to upload the document from the provider when he helped me submit the dispute and I returned Zandile helped me subm,it the documents and still nothing has been resolved. He told me he needs to contact the disputes department again, it took 15minutes to speak to someone and for them to place us on hold for a further 15minutes after the consultant on the phone came back on the phone he asked how long it would be. So he gets off the phone and say's that they need to resubmit the request all from over again and need to wait a further week till next week Thursday 20April2017 before i would get feedback. The feedback does not mean that it will get approved that means that the request was sucessfully received and then I will need to wait for a further couple of days before I can get the money. I asked Siphelele who is going to pay my bank charges as my cars insurers attempted to take a payment on 10April2017 and I received a letter stating that they never received payment and now need to pay an additional R240 to have my debit to be re-instated again that is excluding leaving work early on the 3April-10April and 13April and not to mention the petrol, I use to drive up and down to get this sorted out. He said that there is nothing that he can do about it the Dispute Team said we need to wait. So i requested to speak to a manager and failed to find a resolution regarding my issue. It is unsatisfactory to work in a customer service industry and the process is not made clear to your consultants. I am going to close my account once everything is paid off and going to another bank. I have a 10month old daughter that I provide for and now feel so bad that i am not able to feed my own child with money I work hard for. I mean it is R3500 it's not small change or a small amount of money and I am desperate to get this resolved ASAP. How can I find out what I need to make my request successful? It shows money left my bank account, the provider say's they have not received any money. It feels like i have been ****med by my own bank account. What a way to start off a long weekend that was meant to be a fun time for my little family!!!!Thanks FNB.</p>