FNB have become useless - begging for service

On 19 March 2019 I tried to draw money (R500) from an ATM. As the money was about to come out the power went off and I didn't receive the cash. I messaged 'my personal banker' (which is a joke seeing as I am generally 97 or so in the queue) and informed FNB what had happened. They sent me a dispute form which I submitted on the 20th of March. I've been begging them to sort this out and my emails get ignored. The only way to get a response out of the dispute department is to sit and wait (forever) to speak to a 'personal banker' in app and then they ask someone in that department to reply to my mail. When I did get a reply I was told I had been sent the wrong form. They sent me another form which was also incorrect (they insisted it was correct until I insisted back it wasn't and then they sent me the correct form). I am STILL waiting for a reply to have this sorted out. It's pathetic. Seriously. FNB used to be the best bank, but I'm seriously considering moving banks.