FNB My Suite Service Poor and Dismissive Treatment

I honestly believe that this is the first time I have been so mistreated and undermined by a bank in my years of experience as a bank client. I am an FNB account holder and logged a card dispute with the bank via my app through the My Suite Service and via email on the 13th of May 2025.

In an attempt to follow up on the matter, I reached out via the FNB My Suite Service and a consultant named Winston advised me on the chat that the turn around time for disputes is 7-14 working days. On the 28th of May 2025, after being taken from pillar to post from one banking consultant to another, I was advised my a consultant named Nicollete that such disputes may take up to 30 days to resolve. On the 9th of June 2025, again I tried to follow up using My Suite Service and was advised by a consultant named Refilwe that the matter would be resolved within 72 hours. It wasn't. I sent another follow up chat on the 12th of June 2025 and was absolutely horrified by the response that I received from the consultant who talk my query. The consultant advised that I an email had been sent to me from the FNB disputes department on the 9th of June at 13:02 and the sender/ consultant who had sent the email (Amanda) had added a note to my case number alleging that I had not responded to her request for the product description she had requested when in actual fact I had responded to her on the same day less than an hour later. This consultant had now falsely reported that I had not responded to the email. It's the 17th of June 2025 today. More than 30 days since I logged the dispute. Today, again I use the My Suite Service option to follow up on my dispute only to be told by Xolelwa, another consultant how these disputes take 7 - 14 days to clarify. The worst part of today's computations is that when i expressed my frustrations to the consultant because each time I reach out, I am being given the run around on turn around times, the consultant had the audacity to dismiss my complaint by thanking me for the chat and encouraging me to reach out should I request any additional assistance. I have never been treated with such dismissiveness in my life especially by a bank. Most of my family members and friend use FNB which I why I too have an account but this treatment is shocking and makes one feel less than under valued. What a let down!!!