Cheque and debit card dispute form

I went to fnb in jhb on the 4th of April 2018 and I was assisted by the consultant by the name of Yoliswa Mkhize,I asked her to assist me with the debit card dispute which took place on my account in March 2018,she asked for my I'D card and started doing the transaction.She then gave me the reference number for future purposes,but before she started doing the transaction I asked her if she will need any documents from me, and she said my I'D card it will be okay,she told me that the dispute debit card will take about 7 working days,then I left ,after 7days working I called FNB call centre on ********** and the consultant there told me that the transaction will take 30 working days,then I was confused! Then on the 24th April 2018 I called FNB call centre again to find out how far is my transaction and I was told that FNB has send me a message that says"i need to resubmit the documents or transaction again" of which I didn't even receive that message or voicemail or email ,I asked the consultant why I must resubmit,the consultant told me that there are documnets that are outstanding of which I asked Yoliswa Mkhize if any documents will be needed she said no my I'D card will be fine.And I am not prepared to resubmit any documents because it's time consuming going to FNB offices time and time again with different information we receive from consultants.I just want FNB to refund my money and to close my account so that I can move to another bank!I liked FNB a lot with it's advanced technology but if it's employees are not trained accordingly,then they will lose customers.The reference number I was give is: ********** 4_ ********** 67.And I dnt who is the branch manager of that branch in JHB,I want these issue to be resolved.