Disgusting service

Highly irritated with FNB, two debit orders were disputed on my account in November and I never got the funds back when I called the agent had no idea how to help me, ***********. I called again in January they said they will dispute it again qqnd we we must give it time. Today I called to check up on the query with a reference number they send me the ask if I filled out a form. I spoke to two agents why did none of them mention a form. Not that I received it from third agent as she was not interested. I am irritated.