Pending transaction and terrible customer service

I have previously expressed my dissatisfaction with the way FNB has handled my query and as per your previous response I was told someone would contact me.

I am yet to receive the contact. I was advised that my query was escalated to the relevant department for someone to help me. I've called and left numerous messages and sent about 4 emails to Catherine in the retail service recovery department. To date no response.

Then today i receive a sms saying my dispute was declined and I have a big problem with that because firstly it shouldn't take a bank so many days (almost a week) to realize that there is documentation missing from my form and secondly I am sick and tired of running around for my own funds.

Your communication is pathetic and I refuse to have to fight with a financial entity regarding my own money. My account was double debited and as per the merchant they only received the funds once. The one payment is still laying in my pending transactions and the bank can do absolutely nothing????? Terrible!!! They can't even contact me to tell me what happened in th investigation and how need to go about this because i refuse to submit my form AGAIN and wait another week just to get declined. Ths merchant has contacted the bank and made them aware of the problems they had and yet i get rejected and am thrown under the bus without knowing whats going on??? I need this escalated to someone who knows what they are doing and can properly assist me without silly smses. Properly contact me via my mobile number. My reference is ***NF. Don't give me a run around between you and the merchant while i am busy explaining to my other creditors why i am unable to pay them due to FNB withholding information on my funds. It is your job to properly communicate with your clients and not mine to contact you everyday to follow up. I am extremely fed up now