Poor service and communication

Other 27th of February o logged a query regarding easy pay transferring my money twice to Vumatel. They said I must fill inthe dispute form and send it back. Then ontge 28th of February they asked for proof that show the amount went through twice. I send that information as I got it from vumatel. Then ON THE 24th OF MARCH I get a response that I should ask the merchant to refund me, nearly a month I get that feedback, why did they want all that information only to tell me to ask te merchant to refund me. No wonder why people are leaving FNB and go to Capitec. Fnb service is poor