Unsatisfactory service FNB Disputed Debit Orders

I am dissapointed in my bank. I 1st logged a dispute in April immediately after that company debited my account.That was when lockdown started.I tried calling them,each time I would spend a lot of airtime and after holding for the longest time they would decide to put the phone down.In May when level 3 started I went inside the bank to reverse them and the lady who assisted me told me it will take a while.I waited for over a month.Eventually when I got hold of that company they tried to assist after the complaint I logged with them they tried to reverse those debit orders and told me my bank told me they were busy with my call.So they reffered me back to FNB.The lady from complaints department was very helpful and professional and referred me to a certain lady at debit order disputes dept.That just treated me as a transaction and did not listen to my problem.I tried to explain to her that I since started logging a dispute in April all she could tell me was that her duty was to reverse the R1000 that was below 40 days.And the other R2000 I will see to finish.Is it my fault that FNB wasn't having proper channels during LD to assist customers? I have been struggling without help eventually when I was able to get through I get an unhelpful and unfriendly service.I am very frustrated.Complaints department Reference Number is: ***