Poor service

I reported the incident on 15 May. The amount of R1735 was debited to my account. I disputed it. I received a mail from FNB saying we will contact you shortly. Then i received a mail stating i must fill in a form. I feel that i have comp**** with everything. I logged the dispute and followed up with FNB. I feel that they are not treating me correctly. I have had no response from them telephonic. Please help.