incompetence from the bank

worse service i have ever received, been dealing with a debit order dispute query for 6 months with FNB , the service provider has given feedback but FNB is not concluding the case , debit order still shows pending awaiting FNB to close the dispute , the Bankers are useless , dont know what they are doing , dont know who to escalate the matter to and ive been asking them to get the manager to call for the past 2 weeks . there should be system and process to follow to assist with a query , this is very pathetic for a bank . i still have not received a call nor my query has been resolved .