I was ****med and FNB just keeps referring me backwards and forwards with no result

From Branch staff, to the online "My service suite", to calling the help desk, no one is able to be of assistance and each person gives different feedback. I erroneously made a purchase online and after 3 weeks when the product didn't arrive, I was beginning to get frustrated. The following month this same company debited my FNB account for which I didn't authorise. Immediately after receiving the banking SMS I went to my branch to stop this amount. Firstly you can't sit and speak to a consultant this all has to be done online or on the phone. 4 different consultants over the course of 1 hour faffed about and finally I was told by the last consultant that 'she is not actually allowed to assist me' WHAT DO I PAY BANKING CHARGES FOR????? Anyway, she cancelled my card and issued a new one, helped me fill in a dispute form which she then emailed back to the department concerned. A few days later I received a SMS to say the dispute is rejected. I tried to follow up telephonically but the options advise that this can ONLY be done on the banking app. Really!!! I finally got through to speak to a "person" and after listening to my story told me this was actually a ***** case. She took down the details and advised I would get feedback in 48 hours. Yesterday, more than a week later I called the ***** helpdesk and was advised that the enquiry was still opened, it would be escalated and I'd have feedback by COB yesterday or early this morning. As expected, NOTHING happened. I called again today and after holding for nearly 45 minutes, I was told that this is not a ***** case, but a dispute case. Please people get your stories straight. Jacques Duvenhage who I spoke to advised that because I purchased the first time, the merchant could debit me again and it wasn't *****, even though looking into this purchase it is a **** from the Phillipines. When I said I wanted to speak to someone his senior to take this further, his answer is that everyone is equal and I'm speaking to him. I was ****med and then debited a 2nd time, but must just sit back and accept this disgusting service from FNB where no 2 people I've dealt with have had similar stories. It's pathetic, best is you "aren't allowed to speak to an actual person"