First National Bank (FNB) poor customer service

I am a premier client with FNB. There were 2 transactions amounting to R7000 that were debited by a particular service provider without my consent.

I logged my 1st dispute with FNB on the 3rd of November through the App, Since there was no response i resorted to Chat banking and i was advised to submit dispute forms which i submitted on the 4th.

In the process FNB decided to block my card without my authority and i had to order a new card at my cost.

I have been calling and chatting multiple times to request feedback but no one can assist me. Instead I keep being sent from pillar to post.

The correspondence i received upon sending an email indicated that the matter will be resolved in 5 - 7 days and i will have my funds deposited back into my account. Today marks 12 days after my 1st dispute but still there is no direction.

What surprised me the most is that it seemed like their employees are not informed of the company policies and procedures as most were telling me different statements in terms of my dispute. to date no one knows which department is responsible for actioning my dispute. It is frustrating and scary to realize that a bank does not know what happened to my money. I have lost all my faith and trust .