Debit card Disputes- No response

I've been attempting to contact FNB for 2 weeks now asking that a transaction that was made on my debit card be reversed. I've provided proof to them that the items I paid for were not delivered and made a request for the funds to be reversed via email, via phone call and via my banking app (several times, please also note that I'm paying R400 a month for a private banker that SOMETIMES responds and only when she feels like it). Over the phone, I was told that the request would be processed "instantly" (a joke if I ever heard one). Via email, I was told it would take 5 days (disappointing but I waited) and then another banker informed me it would take TEN TO FOURTEEN BUSINESS DAYS (shocking, I have NEVER heard of such poor customer service, even with massive global companies like Google that get a million requests a day) and yet I still have not even received any indication whether my request is valid, will be approved, if it's been denied or even just proof that I did submit the request. South African banks will never cease to disappoint.