FNB poor customer service

I am very disappointed at the customer service recieved at FNB.

I requested a refund or "chargeback" on the 21st May for a service not recieved. FNB contacted me on the 28th May for merchant communication. I tried to send this, however the email kept saying undelivered as the mailbox I was trying to send to was full.

I spent 3hours on the phone with FNB to try get another email address. Finally, after being sent to multiple departments, I was given a different email address.

I emailed my merchant communication and was told that they would respond within 5 days. After 4 days, I got an email saying they only accept JPG or PDF files. This was not indicated in the initial email and most of the merchant communication was via email.

I then email the files as JPG files and have still not heard back from FNB even though it has been 2 weeks since the initial request was sent. The amount for the service (flight) was over R100 000 and FNB indicates that the turnaround time for a chargeback where a service is not recieved is 10 working days.