FNB has lost a client

I have wasted airtime calling FNB after an hour I get through countless agents not being able to solve my problem. Today I called again and the agent says I should fill out a form which is the same form that was filled online, what is the point of this app if it doesn't do what exactly what the form does? Rain has debited me twice for a service I have not even used! I called ***** department and they told me to dispute it online, which I did, and when I called the agent said that I should fill out the form which should take 7 - 14 days while the money debited could have been used to pay my bills now I'm going to be behind!! Because FNBs *********** reversal process.