FNB and there TERRIBLE service, again

I've consistently had problems with FNB since opening my account with them but none as bad as this one. On the 29th of October, I was subject to a screen-s****ing incident and called the call centre immediately. I was advised to open a ***** case all to find out almost 20 days later that this is not a ***** case.

Firstly, why are FNB's consultants not informed about protocols and giving customers incorrect advice?

Nonetheless, I completed a cheque and debit card dispute form so long after the transaction since I was given the wrong advice.

I am unable to get through to anyone to assist me via the call centres and I keep getting transferred to a different centre with no avail.

I cannot begin to describe how frustrated I am and more so disappointed as well. What can I do to successfully get this transaction reversed? The call centres are definitely not helpful and if I go into the bank they going to put me on the phone - so back to square one with FNB's unreliable consultants