Unresolved dispute on my cheque account

Logged a dispute on my cheque account on 09 June 2015 for R1 099 that was reserved for purchase which I didn't make, was told that my dispute will be attended to in 7 working days and resolved in 30 days. I never received correspondence that my dispute is being looked into. On 13 July 2015 I spoke to a guy called Mthuthuzeli Qodoshe who escalated my query and I got an email stating that my query will be resolved within 48 hours. I called again on Thursday, the 1st lady put me on hold for 13 minutes and dropped the call. The 2nd lady I got through to promised to follow up and that she will email or sms me with the response before the end of the day. Nothing happened. Today 18 July 2015, I spoke to a guy called John and he told me that the only thing he can do for me is to escalate my query again. How long should I wait for FNB to resolve my query? Why empty *********** staff that can't help with anything? I'm really disgusted with the service I have received from FNB up to so far.