Truly pathetic service fnb

A few weeks ago i logged a query regarding an outstanding card authorization on my account and the consultant than send me a message saying it was sorted out and cleared but instead the amount went up. Been trying to get it sorted out from the 24 August with no joy. And the consultant just doesn't bother supplying an update or responding to emails sent. The branch can't help. Secure chat can't help. Does anyone at fnb know how to sort this out.