FNB HAS NO CUSTOMER SERVICE

I need to warn the general public against FNB banking so-called "customer service". I have had (and am still having) the worst experience I have ever had with any bank. There was a ********** internet purchase transaction against my account and I notified the "customer service" the moment it happened on 21 December 2020. I was told to fill in a form and e-mail it back which I did. I was assured and even promosed the matter will be solved within 14 working days and the transaction will be reversed. I am still, after a month of back and forth communication via e-mail and numerous excuses why the transaction can not be reversed, waiting for my money which it seems FNB is incapable of reversing because of sheer incompetence. I can not call them as "customer service" is a network of menus and calls being cut off, holding on for more than 20 minutes at a time only to get into another queue which goes unanswered. When I did manage to get through to speak to a human being I explained my situation over and over again and the answer was "oh you need to speak to this dept and that dept" but I never get to speak to anyone I am "supposed to". Honestly I think they have no idea whatsoever what to do with my question and just keep tossing my call around. I logged a complaint at the complaint number but all I that was said was "send your e-mail to this address" and no further correspondence. The number is ***. It's useless. To this day 1 February 2021 I have only had promises and no action on this problem. after explaining thousands of time what the problem is I received an e-mail today which explains that I need to talk to the merchant who took my money without my permission first!! I am so finished and I hope that other prospective clients of FNB will read this and be warned about the supreme lack of service and help and reconsider their application to FNB. I am ashamed to be a loyal long-standing "customer/ client" of FNB. They obviously have no clue what a client is.