Unsucessful transaction dispute with FNB

Why have bank tellers when you constantly get referred to use the call centre for numerous failed attempts with the ***** department?

On the 22nd of July 2019 at about 22h00 I had a ********** deduction from my account from Lester Partners (a London based company as per Google), I immediately contacted the call centre and I was advised that because it was not a business account I would need to phone back during office hours the following day. The next day (23rd July 2019) I called back and was on hold for close to an hour before I ended the call and opted to go into the bank myself, I spoke to a teller who confirmed the "pending" transaction and advised that I should cancel my card and order a new one, she assisted me with this process using my banking app on my cell phone and referred me to the telephone to contact the ***** department of which I was sent from pillar to post, I was not successful, I went back to the teller who advised me to dispute the transaction using my banking app on my cell phone which we did together, and she advised that I will be contacted by the ***** department. To back myself up I used my banking app to contact "My Team of Bankers" and I wanted confirmation that this transaction had been disputed and I was advised that a dispute for a transaction cannot be reversed immediately as it takes 5-7 working days for the dispute to be processed, I was happy with this as I just wanted to confirm that my dispute had been correctly submitted, I was then asked if I received a form, which I did not, and I also had not received any reference number, this lady then emailed me a dispute form which I had to complete and email to *** which I had done the same day, I received no response and no phone call, no reference number, absolutely nothing. This amount of R3 657.32 was finally successfully debited from my account and reflected on my statement as Ravebyflutterwave (an incorporation based in Nigeria as per Google). I contacted this "merchant" requesting a refund, and they forwarded me a form to completed (please note this form requested all my personal details as well as a copy of the front and back of my bank card - obviously I did not respond).To date, I have not received any feedback from FNB regarding the investigation of this dispute, I have proof of my correspondence should anyone require this to validate this complaint.

To top this off, yesterday, 10th February 2020, I received an SMS reporting a suspicious transaction of R11 192.58 which was declined (obviously because I did not have these available funds in my account), no one time pin had been supp**** and no authorisation had been given to anyone to deduct this amount, I went to the bank and advised the teller of this, she assured me the transaction was not linked to my account, but to me card, so I cancelled my card and ordered a new one. Am I really safe from online ************?

I feel I followed the corrected procedures within the correct time frame to report and submit my dispute, FNB did not get back to me within the agreed time frame of 5-7 working days and I feel my transaction should be reversed.

Alternatively, should I be seeking a more trustworthy bank?

Regards, Charne'