Lack of service and feedback from FNB

I made an online purchase on 31 Jan 2021, the transaction went through twice on my banking profile. I sent all the required documentation to FNB Debit Dispute on 4 February 2021, the only response I ever received was that feedback will be provided within 5 business days. It is now 12 business days later and I have not received any feedback. I follow up be email every day, with no response. I called the business desk for assistance, they escalated the matter, however I am still awaiting feedback. This is absolutely pathetic service.