***** dipute fumbled and unacceptable service

I was ****med out of just under R5000 by **********. (telephonically) I immediately called the FNB ***** line, cancelled my cards and reported the ***** to them in person at Centurion branch. Ten minutes after leaving the bank I got a message that all the documents were not submitted so the investigation could not proceed. I took screen shots from my PC as evidence for THEIR team to investigate, got them printed and handed them in. On the 15th July I received a message \We completed your dispute request (***). Your account will be credited within 24hours."I was SO glad! On the 16th received sms \"" We are unable to process your dispute (***).....please resubmit together with the required communication with Merchant...\"" I AM NOT A DETECTIVE. I cannot reach the people who stole money from my account . I have submitted everything I could (at inconvenience to me) already. Why does the FNB investigation have two different reference numbers? I just want my account credited as was promised to me"