NO Response to reversal of funds

I had a debit order dispute on Monday 9th March where a web page was less than truthful and the 3 incorrect amounts ran off my account. I immediately contacted the bank and the supplier. The bank said to FILL OUT A DISPUTE FORM. The supplier agreed that if the bank would just contact them to confirm they would reverse the funds. While the funds were in suspense and had not been paid over to the supplier yet, I disputed the amounts and explained my situation two days later I was asked via SMS to send FURTHER DOCUMENTATION? no one explaining what that documentation is. I once again called to find out. I then resent documentation and called three days later and they simply said please RESEND!!!! paper work???. To date I have had NO feedback from FNB and the funds have now being released to the supplier??? where is my protection? I also have had no way to speak to the actual department handing the claim as .... they don't take calls???? how is that possible? I simply get put through to a call center and then there's no recourse , you cant even speak to the same person each time? absolutely unacceptable treatment by FNB