debit card dispute not being solved, no help from fnb

reported a ********** transaction on 17 August 2021 which the consultant helped me stop my card, he sent me an email with a debit card dispute form and an email address to report this case and get help, i sent the form and a screen shot of the transaction as the consultant instructed me to do on 17 august 2021, he said it will take 3 - 5 working days, after that I still received no communication from fnb regarding this transaction. I sent a complaint request, someone phoned me and said they will escalate the matter, nothing came of this, I re sent the form to the email, till today I recieved 0 response from fnb, the transaction stayed in my pending box for 7 + days and went off my account, I tried phoning the dispute line to follow up on this case, they transferred me to the ***** line, the ***** line transferred me back to the debit card despite center, spent like an hour before I gave up, no one knows who to talk to or who can help me, i sent emails to *** and nothing, I did everything in my power to get a response from fnb and they simply just refuse to help me, I followed all the correct channels as advised by the consultant but because of gross negligence from fnb that transaction eventually went through my account and now they take no responsibility for their poor response and me losing this money, so my question is who is responsible for fnb not doing their part as promised? this transaction could have been stopped from going through as it was in my pending box for over 7 days, so who is refunding me this money? btw this case is still not resolved, till today not 1 person from fnb has contacted me to solve this case, I lodge a complaint every day for past 2 weeks and the only time i speak to someone is when they transfer me between departments when I phone them because they are not able to assist me