Inability to link me to the correct department quickly

I had a credit card transaction from Tryinnerly for R675,87 that was debited to my account on 19 Jan 2026. I convinced the ***** department that this company had no right to debit me again as I had not used their services a second time. I was happy to pay for the first time, because I had dobe an IQ test with them in January. So FNB reversed that transaction because they agreed it was *****. Now a secobd reversal of that transaction must be dibe despite the fact that the card was stopped and I had ordered another replacement card. But my complaint is aroubd the fact that I used the secure chat in the FNB app and asked fir Alison Brown in the credit card ***** division. Suffice to say I was connected to 5 different people before I was finally connected to the credit card ***** division and was then supp**** with a form to fill in to reverse the transaction. A form I did not have to fill in for the first transaction that was reversed.