FNB, Profit and Self Interest First , Customers ... When they feel like it.

I had an amount come off my credit card on 22/03/2021. And as I've had a similar challenge before, I know the process to follow. I filled in FNB's credit card debit order dispute form and submitted it within 24 hours of the debit order going off 23/03/2021) my account. I immediately received an email (automated response) saying they have received my email and would reach out to me as soon as possible. Now seeing that this was approached easter period with a host of public holidays around the corner, I lowered my expectations about a quick response. Fast forward two weeks, just after the holidays and I called in to get an update. I was told that the FNB team only received the form on 02/04/21 and that there a 10 days turnaround time for these requests. Even though I knew I submitted it on 23/04/2021 and had proof, I didn't argue and let it be. 10 days passed and still no feedback. I called in again and got told the team responsible has not touched it yet and it will be escalated to them urgently. Another few days pass and still no feedback, I end up calling again. I get the same response as the previous call. At this point, I am fuming as it coming up on a month that I had originally submitted the form for the debit order to be revered and I had not heard one word from FNB. Last week I called in to upgrade my account and as part of my request, I asked the kind lady to please check on the progress of the escalation. She mentioned to me that nothing had been done and that she will raise it as a complaint to the credit card division. I am absolutely appalled at the level of service offered by FNB and its now been over a month and have not a word from FNB regarding the matter. In comparison, my request to upgrade my account took a mere 3 days (including an interest rate review on two different credit facilities). It really shows FNBs priorities because this is not the first time I've had to jump through hoops to get FNB to assist me with a query, it starting to become an ongoing trend.