No care, concern or sense of urgency

i signed up for a free trial on an app and was charged an annual subscription of R1499 instead. at this time i had approx R100 in my fnb account but by some miracle the R1499 was deducted from my account (i do not have an overdraft). this took my account into a negative balance. due to this i was charged approx R400 in bank charges for debits going out whilst having a negative balance. on the 22nd of jan i disputed this transaction at the fnb branch in la lucia. after a good 45 mins of faffing around and being transferred from one department to another i was asked to fill in a dispute form which they emailed to the relevant department. it is now 7 march and still no feedback has been given about my dispute. i have lost just under R2000 and no one at fnb seems to give a damn. each time i follow up or ask for feedback i am asked to wait a further period of time as my query is still being investigated. when i ask for a reference number i am told that i cannot get one but the matter is currently being investigated. it is really exhausting and frustrating. i do not feel valued as a customer, i do not feel like my time is valued and i do not feel like my money is safe in the care of fnb. i will share this experience with as many people as i can to ensure that no one else has to endure this pathetic level of service from a bank whose motto is how can we help you. i have now been asked to wait a further 48 hours for feedback that i'm certain i will not receive. the level of service received from fnb, whether in their branch, over the phone or on their secure chat facility on the app is shockingly sad, disappointing and quite repelling if i'm to be honest. i would give them zero stars if i could.