Horrible customer service from FNB

I have experienced a very bad customer service which has made banking with FNB impossible. On the 18th of September I called the FNB ***** department to report an unauthorised transaction on my FNB premier card for an amount of R1399.99 I was told it is not the correct department to report this and I got transferred to the transaction department I got sent a debit dispute form so I can fill it in I did that and sent it back and they said they would get back to me with feedback which did not happen I had to call them to ask for feedback and I spoke to an agent named Tiesetso this is the case ref I was given Cas-***6-B3f41 she said she would follow up and call me back with feedback which did not happen I had to call them back again on the 09th of October 2025 I spoke to a very rude agent Nkosi Faith Hlakaniphile she refused to give me a name of the agent who is dealing with the case she then told me it is not their case as it is now seen as a ***** case I explained that initially I called the ***** department on the 18th and they transferred me to their department why was I not informed when I filled in the dispute form that it is a ***** case and not a dispute case? She then told me she cannot help me I should speak to the ***** department I spoke to them this was the reference number *** the agent told me I would get my refund within 3-7 working days however it’s 7 days later and I called them today on the 16/10/2025 they are telling me I need to wait for a whole month after running around for almost a month now I want my money today please send my money back all the time wasted with your agents who don’t know their jobs