Fnb covid 19 and secure chat functions a farce

On 5 May 2020 I stood in A queue at a branch and waited 1 hour to actually get into the building, I was approached by a consultant asking me what I needed. I informed him that I needed to reverse 2 debit order which were **********. He advised that I need to lodge the dispute on the covid 19 function, he assisted me whilst I stood in the queue and advised that the consultants would not help, someone from FNB would contact me within 48 hours, no communication was received from the bank and by the 6th day I attempted to make contact telephonically. I was referred to the secure banking chat function on the banking app. I again lodged the complaint and referred to my original request, I was advised that I would have feedback by today 13 May 2020,I am now attempting once again to get my refund via the secure chat function and the 2 consultants I have communicated with have no idea what I am referring to which means that nothing has been done and no record is anywhere at the bank of the query. This is completely unacceptable service from FNB.