UNPROFESSIONAL AND BAD SERVICE FROM FNB

I logged a dispute with FNB on the 11th of June 2020 regarding an unauthorised transaction in my account from Rain. So I called in 1st and I was sent a form to complete and submit with all required documentation. I submitted on the 11th of June and I received a confirmation email on the same day to acknowledge receipt of my email and documentation, and a reference number. On the email it stated that they will get back to me in 5 working days and they did not. Now almost a month later, today I called FNB and I was sent from pillar to post. I finally spoke to a lady by the name of Doris Rantsimo. She said it doesn't show on the system that my query was ever logged or worked on, despite me receiving a ref number and an acknowledgement email from fnb. Doris promised to inform her manager and get back to me today at 11am,and she did not and the day is now over. I am very upset that a month long query has not been attended to, and I was sent from pillar to post which costed me lots of airtime, and now Doris **** that she will call me and she did not... Very poor and unprofessional service. I feel let down by FNB and this is not the 1st time to receive that worst experience. Can someone contact me back to help with this, as I will not hesitate to move to Absa bank if not assisted.