Pay Back The Money FNB

I had an eWallet atm issue on the 13th Dec 2019, but only managed to report & log a dispute with FNB on the 18th Dec 2019. I was then told my issue will be resolved after 48 hours. Upon calling after the 48 hours, I was then told to wait for 7 working days . I then called on the new year. I was again told that ATM disputes have an SLA of 14 working days (Agent: Refiloe Matlala), all agents I spoke with kept telling me they can only escalate. I then went into an FNB branch today the 21st of January, 2020. I called from the branch, and was made to hold for 20 minutes without any assistance. When the agent I spoke with finally came back to me, she then told me that my dispute with reference number (***NFQ) was closed, that there no notes why the case was closed, and also that there was nothing she could do. I insisted on speaking with the manager (Mr. Govender), who came & told the same thing I have been told since last year, that he can only escalate