Fnb ***** and legal are useless

My business partner and I requested a reversal on the 4 December 2024 of R1 200 000, after the service provider failed to deliver. A ***** case was logged and we were told to wait 3-7 days they're investigating. After 8 days we did a follow up and we told to wait 30 days they are still investigating. We waited and did a follow up again, and again we were told they have resolved the ***** case. But how because we haven't received a email or any form of communication about their findings. This shows that they didn't even investigate and freez the suspected account.They have the worse customers services for their business clients. What hurts me the most we even use their legal team but they didn't send a letter a demand, we have been following up weekly we wait for hours in the line and no one is assisting us especially after giving them references numbers, they make us wait and say they are transferring the calls . I'm so disappointed in their services.