Slow or no response

Beginning November ,15 I authorised an once off online purchase for about R15,00. End November '15 my account was debited with almost R600 and December with another R619.00. When the first amount went through I visited the FNB in The Glen and was informed that it is a purchase nothing can be done about it. When the R619 was debited I visited the Horison Branch, the consultant names Pappi was very helpful cancelled and re-ordered my card, we lodged an objection to FNB Head Office. When collecting my card on Tuesday I inquired about the objection since I have not has any response in from FNB (almost two weeks later) and was informed that NOTHING was done about the objection. We then lodged a ***** case with FNB. It is now FRIDAY and I am still awaiting an answer from FNB.