Poor service and no feedback from FNB

No interest, response or cooperation from FNB on a submitted dispute. On the 13th of July 2025 between 1 and 2 pm, my 3 nephews and girl from next door took my vehicle without my permission. On the day, I had to take a flight to Jhb around 4 pm to attend class, I book my monthly flight tickets with FNB as my bank of more than 10 years. They got into an accident, I was taking a nap, and was woken up by one of my nephews informing me that my car was in an accident. I immediately looked outside my bedroom window at the driveway and saw that my car wasn't there, I got dressed and ran to the scene as it happened 3 minutes from my house. When I arrived SAPS was at the scene taking statements from both drivers, i checked if everyone was not badly injured. After some time and getting the AR number, I called FNB to get advice and they advised that the vehicle must go with the tow truck at the scene as i gave the driver the phone to speak to them. I rushed home to finalize my packing, went to the police stating to take pictures of the AR, I could not open a case at the time because i had to go to the airport and rushed to the airport. On Tuesday I registered a claim online, on Wednesday I called FNB and was advised that they would need to speak to the person that was driving the car at the time of the accident. Upon my return in Port Elizabeth, I called FNB on Thursday and registered a claim. On Saturday I opened a case with SAPS against my nephew and received regular feedback via SMS from SAPS. I shared all this information with FNB, however, when i received feedback on the outcome of the claim. I asked the consultant the reason, he said it was rejected because the driver does not have a valid S.A. drivers license. I asked if they considered the fact that i did not give permission to my nephew, the FNB consultant said he presented the facts to another manager who advised that i should take the matter up with my nephew. I then told him i opened a case against him, as i should , he said he doesn't know but that was not considered when the claim was adjudicated. I sent an email asking for the copy of the recording, he refused to share it citing that the recording basically has what he had informed me. I then submitted a dispute on the 28th of August 2025, I did not receive an acknowledgement. I called FNB on the 5th Sept 2025,and it was confirmed that the dispute reflects on the system, I spoke to Refiloe on Friday at 16:28pm, I asked the her to acknowledge the dispute but she didn't. Between the 6-19 Sept because I was out of the country on an immersion. While out of the country, I sent emails from 6-18 September 2025,with no response, requesting acknowledgement of my dispute. On the 22nd of Sept 2025, when i was back, I called FNB and spoke to Donald, who informed me that he cannot find the dispute and requested that I forward the initial dispute of the 28th August 2025, we discovered that I sent the email to a correct email address. I have been following up on this dispute for a while, I have not received any responses, sometimes the consultant would ask me to send an email. Recently they informed me that the dispute date is 22 Sept 2025, which i dispute because the dispute was submitted to a correct email address on the 28th August 2025 and it was confirmed on the 5th of September 2025. Now i am being sent from pillar to post, I am not receiving responses to emails. FNB has treated me grossly unfair, I have been with the bank from more than 10 years, my entire financial portfolio is with FNB but am being treated unfairly. They do not respond to emails, I have never missed a payment on all my portfolios but FNB is failing me, I have never submitted a vehicle claim since i started driving.