Is this a bank or a circus?

In April 2018 I went o FNB to change account holder details on a business account , as such I was issued with new cards bearing the details of the new account holder.. these included two petrol cards.. In July 2019 I realised that FNB never cancelled the old cards and had continued to charge me for 4 cards instead of 2. On 26 July 2019 I went to FNB Clearwater and queried this. The consultant told me that he logged a reversal ticket and the matter should be finalized within 3 days. He gave me the ref number R*** and told me to call *** to follow up on progress. Needless to say, three weeks later I still dont have my money. I followed up with the number provided and they told me I should not call them, they only deal with bank officials.. They referred me to call centre and there I was informed that my ticket has been closed. It was closed because the consultant failed to provided further details that were requested from him.. Now I am sitting here, expecting my matter to be resolved and FNB has unilaterally closed the case and never bothered to inform me of that??? This is so flipping annoying and makes me wonder why FNB just never gets anything right..