Disgusted by Dispute Team

I sent FNB ***** and Dispute message on the 1st when I noticed an unauthorized payment had been made on my account in the late evenings.The consultant Dominique tried to assist to no avail but referred me correctly to Card Dispute.I then engaged with one Lettie who promised to send me a dispute form for which she failed to do and didn't bother following up.Subsequently I walked into the branch in Bedfordview where Ms.Monica Khoza was of the utmost help and we drafted and sent the letter.Days later with no correspondence some member of the Dispute Team asks me what steps have I taken to resolve matter with the perpetrator,this which I found ridiculous as that correspondence was already attached.If FNB wont assist victims then they are really an unprofessional institution.