Pathetic service

Good day

I contacted FNB when an online payment was processed but I did not receive the product. I was asked to fill out a credit dispute form and email it through to a specific email address and then do a follow up. I did as requested on Wednesday 19 Jan 2022. I then did a follow up this past week and was told that because I did not receive an automated response with a reference number that I cannot be assisted. I then proceeded to email the credit card dispute on the allocated email and once again no automated response was received. I also copied another email address but no response was received. I cannot understand the incompetence of FNB that clearly receives the emails but do not responds and cannot assist to resolve because no reference was received. Please get your act together FNB.