following complaint guidelines is fruitless,

I have complained to Hellopeter and received a message from FNB how to handle complaints, I followed those steps, I started a debit card dispute, keep on receiving the same email, asking for the same documentation, I keep on sending it and then 2 day later receive the same thing, followed steps with complaints, was holding on the phone for 38 minutes, to be told that I should go to secure chat, Secure chat said that the issue has been escalated and that I will get feedback between 24 & 48 hours, in the mean time I have again received an email asking for the same information, to which I have attached the 10 emails I have already send