FNB Hiding problems within your establishment?

On 14 November 2022 at around 3:47pm I noticed 2 sms messages from FNB on my phone to notify me that 2 amounts of R350 had been taken off my credit card for First Car Pomona Jhb, I checked this on my statement on my FNB app to confirm this was taken off and it was. I called FNB to immediately report the ********** transactions. They lodged a dispute - Ref SECM ***. They then cancelled my card ***. Then they told me to hold the line so they could put me through to order a new card, I was promptly put on hold and 15 minutes later cut off. I at this time had run out of airtime so later that evening 6;04pm I decided to try 'secure chat' on the app. This app is totally unfriendly and just repeats the same thing over and over again, then when you finally get a chatter they are not able to read the question and give random answers extremely frustrating, then the banker disconnects - so after 25 minutes of trying to "chat" and get answers I finally get some information and order my new card via the app. Now we wait. One week later - 1 November 2022, I phone, well that is a new story again, 28 minutes on hold, then transfer to next agent, again next agent - nobody knows what they are doing in FNB ***** devision. After 45 minutes of being shoved from pillar to post I get to someone who I ask where is my new credit card? I get told no my accounts are frozen as I have not updated my information and should have got an sms - well no sms has been received and why a week ago when I was dealing with everything was I not told anything? Is it the clients job or FNB's job to send the sms??? So now I FICA again - zero changes - where is my card I ask? Oh its with Mr. Dilivery, so when can I expect it? I don't know you can phone them on *** - bingo this number does not exist. So I ask about my second question - I noticed on my bank statement for my credit card that all of a sudden on 15 November 2022 after I reported the ***** on 14 November 2022 the 2 transactions for First Car Pomona Jhb have disappeared and my money is back in my account BUT yesterday 20 November 2022 when I checked my statement on 17 November 2022 (After my card was cancelled on 14 November 2022) there is the two transactions for First Car Pomona Jhb once again taken off - I am told no mam I cannot assist with this query you need to go through to *****, so now we go again - 4 agents later and 56 minutes on the phone and nobody can assist. I am now told to phone ***9 - guess what "its always busy" nobody at work?? so let try "secure chat" again - Yup you guessed it unless service - started this process at 11:58am again nobody can reading at 2:16pm I have given up again - we willesculate your case is all I get - what happened to the human element where we can speak to someone? I do believe this First car Pomona Jhb is connected to inside ***** with FNB staff, otherwise why the run around?? the sudden changes on statements?? the new transaction after a card has been cancelled?? this is fishy. I suggest the motto change from "how can we help you" to "How can we cheat you AND not respond to queries"