Incompetence!!!!!!!

FNB Dispute is very poor. I app**** for a passport and followed all the necessary online requirements and payments. The payment however was not processed when I went to the DHA and made a card payment. I was advised by an agent to fill in a dispute form which I did and every time I follow up theres an automated email stating that they will resolve in 5days and that's just it. every single time theres that 5 business day email and the agents online cannot assist. This is not the first time I lost money due to their incompetence. It's tiring now!!! Their dispute department is POOR