Shocking service while you Rob your customer

22 November 2020: started a chat on the FNB app regarding an unauthorised debit order. Told I would be emailed a form. 23 November 2020: followed up after completing and returning the form, told that I was sent the incorrect form and that a new form will be sent to me. The new form was for RMB. Completed and sent. 26 November 2020: follow up and again told I have the wrong form. Given 3 different email addresses to return the form to. At this point, the level of incompetence of your staff is extremely frustrating. I complete a 3rd form and send it. This time I get a reference number with an automated response saying the funds will be returned in 5 days. I choose to believe the bank I have been with for years. Biggest mistake. 28 December 2020: no refund and the same company again does an unauthorized debit order!!! Call in, speak to Isaac who drop the phone on me, again, shockingly poor customer service. I call back, only to be told they will block my card and send me another form. I follow up on the email and AGAIN no one bothers to respond. FNB, this is absolutely disgusting. Over R500 has been ****** from my account and your respond with gross incompetence and cannot seem to give me a straight answer. Is the only solution to move banks? Spread the word of your shockingly poor service and the fact that you allow people to ***** from your customers? Give my money back before I take this to the ombudsman.