FNB not reverting back to you regards to your query or complaint

I logged a complaint twice to FNB Current Account div, regards to a bank charge for a transaction being declined, as i spoke to the call centre agent :Thabiso Kekana on 22 August 2018 at 09h14 I query the bank fee as my account was never in credit thus FNB should reverse the bank charge, He explained to me that the merchant did the transaction 3 times twice for the amount then the other transaction to reverse the other transaction, referring to the purchase i made via Uber Eats, to this i said i only tabbed once on my app even if i tabbed twice i was ordering not giving instruction to bill me twice. I was on hold for more than 15min as he was gathering information.

I got a mail from FNB asking about the service i received from him to this i responded Logged on to FNB site logged a complaint two days after logged again

Up until to date i havent had any feedback from FNB

This is not the 1st time i logged twice a complaint regards to my Business Account till to date no one from FNB reverted back to me.