FNB Reversals Are Close to impossible

I’m so disappointed and frustrated with the service . I have a transaction that was debited from my account even though the order did not go through on the merchants side. Literally just to have a refund from the bank despite me sending everything they need is looking unlikely. Everytime i speak to someone they need me to speak to someone else or another department . There is no customer care here. I’m considering moving to a bank where people are valued man!