FNB Dispute dissactisfaction

I submitted a dispute on the 26th of June for a transaction on my cheque card that I needed reversed, I called during the course of last week and was advised to call the following Monday( which was yesterday) as they can only check feedback then. I then called as advised only to be advised that the premier banking team need to log a request to to get feedback on what is happening , I had to cut the 1st call on 3 July as they could not log this callted without the request reference . Called back later once i had it and the lady assisted with the call, she called me back later to advise that she sees on the system that disputes team claims to have sent me an sms advising they will not process my dispute as there is no comm attached between the merchant and i. That time the initial consultant said it is not required, mind you I did not receive this so called SMS. I am beyond frustrated with how tedious the card dispute process it, the team dealing it is not contactable and are some faceless humans we arent allowed to contact. As it stands their SLA is lengthily and now i have to wait another 7 days to get feedback. This is really pathetic service and secure chat is so not useful, I need the funds reversed urgently but being sent from pillar to post and to a teams that cant directly assist me.