Failed online payment for movie tickets, no feedback from FNB private clients

I recently (on 20 July 2019) attempted to purchase two movie tickets via Sterkinekor online. The latter amounted o R94.50, which included the use of two different discount cards. I’ve done this many times before, without issue. Nevertheless, upon receiving the OTP for this latest attempt, and submitting it into the secure payment system, the webpage proceeded to one which said "Service error". I did not receive my movie vouchers after waiting a few minutes, so assumed the transaction failed. I proceeded to do the latter two more times, with the same outcome. Yet, the next day I saw that I was actually charged three times i.e. R238.50 in total.

On the Monday that followed (22 July), I proceeded to contact the Secure Chat on the FNB App, and was advised to complete a Credit Card dispute form, and send to the email address for the Private Clients package that I’m on. I proceeded to do so, and was notified by the automated response saying that they’ll be in touch with me within the next 24 hours. It’s been 96 hours (it’s now Friday, 26 July), and nothing.

In the few days that preceded this incident, I’ve issued a downgrade back to the Premier package because I felt I was not receiving a great service for what I was paying for the Private Clients package. The latter is still in progress, which is also taking much longer than expected. So now, it’s not only obvious that downgrading was the correct decision, but I’m seriously considering changing banks altogether.