FNB & MTN

On the 12th of June I purchased a cell phone at MTN mall of the south and used my fnb card the transaction went through twice i asked the person assisting me at the shop what happened. She asked me to call the bank which I did while in the shop, the person from fnb call center asked me to fill in the forms that he is going to send me and attach proof of purchase and send it back asap which I did. On the 29th of June I made a follow-up and was asked to resend the form again. On the 3rd of July I made another follow-up with fnb and was told I have filled in the wrong form thats almost a month later.