Long outstanding dispute

On the 15th I logged a dispute a transaction went through 3 times I phoned the premier banking department filled in the form submitted it and I was told it will take 24-48 hours. I phoned on the 17th again and then I was informed 5-7 days the banker didn't even ask my detail to check on the account. On the 21st I phoned again and I was basically I should just wait for the 5-7 days to pass however it was day 6 already then I spoke to the premier manager Celeste she said she would escalate the matter. Today is day 8 am I going to go through Christmas without money for food or extras nobody knows as FNB can't deliver on their own SLA. Premier banking what a *******.