Dispute process dilemma

I want to know when FNB will get back to me regarding my cheque card dispute. This is the second time that I’ve had to submit it. What the consultants on chat say and what your reversal/dispute department says are two completely different things. One consultant told me that FNB would be able to assist me with reversals even though it’s out of the 30 day window but when your consultant from the relevant department came back to me, they advised that firstly I was sent the incorrect dispute form, it was outdated and that secondly it was out of their acceptance window which is ridiculous. I use to be a Private client and I downgraded because the service is terrible but it seems that at any level, the service is of poor quality. I’ve sent emails where they advise that there turnaround time is 2 working days but that is not the case.