Endless run around from FNB

I am disappointed with the service and the run around FNB has extended to me. refer to CAS-***-K8R3S4 - Adel (whom i spoke to on the 17th Feb was clearly the only person that understood the nature of my issue and logged this case. Please refer to my comms via the Chat functionality - i either waited for over an hour to end up being disconnected or was just dismissed. Prior to this i reached out to *** and completed forms on the 31st - i was later redirected to *** who never responded till i followed up and was only afforded a response on the 9th. I submitted all evidence and confirmation from the Merchant and have been sent from post to pillar. How is it possible that this has taken over 14 working days to resolve and that the internal process appears to be skewed?