***** and claim dispute no response after 11 days

I opened a ***** case and claim dispute for an amount which has gone off my account for the amount of R830. Its 11 business days now and still no feedback. I get transferred from the ***** department to general enquiries and back. The ***** department says its not a ***** case yet the money which was reversed for a payment which I did in December 2015 was reversed by an FNB staff member by the name of Hayley. Neither I or the in branch teller can get hold of her as the number does not exist and the ***** department says there no one by that name in their department so how can they tell me it is not *****???<br> <br> Now today after wasting 1 hour & 25 mins on the phone in the branch at Clearwater mall I was told to resubmit the claim form which Mmotlana from the call centre said she had sent me while I was on the phone with her. its now 2.5 hours later and I am still waiting for the forms so I can resubmit them. FNB says their turn around time is 7 days, today is day 11 and I have gotten nowhere. I've had to cancel my cheque card and get a new one.<br> <br> This is not the first time I have had such bad service from FNB and now I am seriously considering closing my account as this is pathetic!