Frustrated - Debit Card Dispute!

I have been struggling since the 6th of November 2019 to get a failed card less cash withdrawal reversed on my account. I have submitted the form with the necessary cash slips to the debit card dispute department and have spoken to numerous consultants over the phone and via the FNB app with no resolution.

Mind you I am a premier banking client, where you pay for valued added service of a designated team, yet no-one at FNB has been able to help me.

It keeps getting escalated and on Tuesday I called again to enquire. I am not referred to a manager in the debit card dispute department as the agent keeps telling me we have escalated your ticket. I am extremely frustrated and upset with the way FNB has managed this whole issue. Trying to get my money back has been a major problem with no resolution in sight. The last consultant I spoke to reference number Rt*** said she would give me feedback in 48hrs from Tuesday. I have not received any call back as yet.

FNB HOW CAN WE NOT HELP YOU???

I am this close to filing a case with the Ombudsman.