DEBIT CARD DISPUTE CRM:***?

Google Play deducted almost R 4 000 from my FNB account in December 2015. On 17 December 2015 I went to my branch in Kolonnade shopping centre. The lady whom assisted me, did not complete all the forms and did not escalate to the relevant people. Last week, I again completed all the forms for each and every deduction from Google Play, 67 pages all together. I forwarded to the Personal Banker, but up to date I have not received my money back! I am banking with FNB for almost 18 years, and this is the treatment I receive. I am frustrated and very disappointed in the service from FNB. Closing this account seems like the best option once I get the money back!