Please help FNB??

I am currently in the process of trying to get a debit card dispute /online purchase reversal query actioned with FNB. On the 8th of June i made a payment via an online portal to a collection agency I owed money too. Once the payment was complete I was advised that my account was no longer with the collection agency paid but with a new one and that I would need to request a reversal with my bank. I did this on the 12th June, waited 7 days and was then advised that I received the incorrect document. I then filled out the correct forms with the documents required and sent them to debit card disputes on the 24th June. To date i have sent countless emails / phone calls and no one has been able to assist me. I went into the bank for assistance and was told that no one had access I have to call in. I was finally assisted today by a call Centre agent who had advised me that the request was received on the 24th June 2020 but NOTHING had been actioned on it and I should send a follow up email to find out because there is no contact number for this department. I have requested countless times to have a manager contact me but I am constantly referred to email addresses that give no response!! We pay allot of money in bank fees and even for the services we require the costs are high and this is the service received? I am in urgent need of assistance!!