Online dispute

In February 2018 I had app**** to do my passport through FNB and the payment of R400 had been made. After many numerous attempts to make a booking at the Home Affairs department through FNB my payment had still not reflected on the system even though it has gone off of my bank account. I went to Home Affairs in Randburg with my proof of payment however, they had advised that the payment wasn't reflecting on their side and so again had to pay another R400.00. They had advised that I can put in a claim with FNB and my money would be refunded. Since the 1st February I have sent numerous emails to ********** (details provided by a consultant at FNB Clearwater). To date I have still not had any feedback from FNB'S online dispute centre - we are now in April. The branch cannot help me and have told me the only way I can claim for my refund is through the online dispute department. It has now been two months and to date nobody has bothered to contact me with regards to my claim!!!