FNB refused to decline a transaction I specifically did not authorise

FNB authorised a transaction I specifically informed I did not authorise. On the 21st December I woke up to a transaction on my account that I did not authorise. I went to Cycad Polokwane Branch and was offered ticket no 22. I informed the individual assisting me that I did not authorise the transaction and it should be reversed, to which she rep**** I need to lodge a dispute and she did so on my app. The lady informed me that the transaction would remain pending for 5 to 7 working days until the dispute was resolved and I would be informed first. Today 23 Dec 2021 the transaction is no longer pending, I went to the secure App Chat and I was ignored from 12:15 to 13:40. I called but I get consultants asking me why I did not inform department X or Y.(However, I was at the Branch they should've advised well in the first place.) I was finally emailed a dispute form to fill. One consultant says I need to go to their complaints departments. I informed them not to pay and they paid for services I am not getting.