More than 3 hours at [CARLSWALD FBN Branch] But still the matter is not resolved.

I raise a query about a transection that went twice instead of once (one transection authorized but it went twice) - I then use the FNB app to dispute the additional one - after logging this the app does not give any reference number, all you get is that you need to follow-up using a chat which I did after days and I never received any response for days from FNB, I then went to CARLSWALD FBN Branch and the manager suggested that I fill in the physical dispute form which I did(this was due to the branch not being able to reach the correct department for follow up as we were told people work from home and they cannot be reached - talking about appalling & pathetic customer service...) then I was issued a reference number which I took home. as I write this the issue has not been resolved I never even received a call from FNB. What type of a bank and customer service is this that we are getting - remember that we are also charged for all these online/digital services which are useless - I had to spend more than 3 hours in the branch still the issue is not resolve.......I rest my case.