FNB Staff so *********** Bad service ever very shocking from SA no 1 bank

Today I contacted FNB to log a card transaction dispute firstly I spoke with Aubrey and he took my Id after explaining what happened he muted my call then I had to disconnect and call again I spoked with Prudence and she did the same thing then again I called for the third time I spoked with Buhle she promised to email the dispute form to me but nothing is been sent. This is pathetic I have never experienced this behavior with Fnb before I trusted them with my mom and I thought that they can help me get my money back from unwinhair that its been debited on the 6th June amount of 680.68 that was not the agreed amount it was supposed to be a transaction of 320.32 and still I have not yet received the goods how they charge me a shipping fee of more than what I purchased I can still get same product from SA, so its a ********** transaction hence I am disputing it, if this matter its resolved I am closing all my accounts with you FNB it used to be my no 1 bank but not anymore and your calls are charging me you dont have a toll free number I struggled to look for it I am looking hearing from you please contact me on *** /***