Payment dispute - took a week to respond that they will not assist me

I am really frustrated with FNB. I had an unauthorised payment deducted from my account of R483 by Experian. I emailed the company with no response and then I send a dispute form to FNB on which I clearly explained that I did not order any goods for that amount. I only purchased one product from them to the amount of R 21 which was also paid. Now - after 5days I get the response from FNB that they cannot cancel any transaction on behalf of a customer where the customer went into agreement with a merchant directly. I did explicitly stated that I did not go into any agreement with the creditor - I only purchased a once-off product. Furthermore FNB stated that I should provide the following: · Evidence of communication between customer & merchant · What service/product was ordered · When was the expected delivery date · How and where was the delivery scheduled · Clear reason for disputing the amount It seems that they DID NOT even look at my document sent to them as I clearly stated what was ordered and the reason for my dispute. I did email the creditor but have been ignored to date.

It took FNB 5days to just respond that they cannot assist me? How is it acceptable to take so long just to reply that I have to sort it out myself??? Now it is going to take another 5days for them to again respond. I have been out of pocket for 9days and need the money but I cannot even get my own money back. I do not know what more I can do as I gave all the information required on the dispute form. There was no indication of the other information needed by the FNB. This is not acceptable to just not even attempt to assist. I am really disappointed.