FNB - No Response after almost 4 weeks!!!!!

A Debit Card Dispute was submitted on Friday, 23rd of January, ref. ***. Despite numerous follow up phone calls, this call is still outstanding. I've been told on 3 occasions that my call has been escalated? To whom? If escalation = attention, then why am I not receiving any attention? Why can't someone take ownership and assist with this? It's quite simple - car hire was booked Online. Avis were unable to release the car, for reasons explained on Debit Card Dispute Form. Transaction never happened with Avis, but money has not been refunded.<br> Why does one have to wait week and week and then resort to something like Hello Peter, before getting the attention of the people who are happy to deduct a service fee each month???.