USELESS PRIVATE BANKER for Private Wealth Client

I lodged a chargeback to my account in AUGUST 2019 from a website that is ******** customers, I completed the necessary forms on 2 occasions and submitted back to THISHA MNYANDU on 30th Aug. I received a message saying i must cancel my card So i contacted the private banker NICOLA COLLINS and her colleague THISHA MNYANDU asking what happens if I cancel my card, will FNB order me a new card and will I receive the funds back? - NO RESPONSE FROM ANYONE NOT EVEN 2 MONTHS LATER AFTER MANY MAILS - Not even the private banker cared to respond, PATHETIC SERVICE . You rather do it yourself. I called the *****line this morning to enquire and guess what - THE PAPERWORK IS NOT EVEN LODGED AS A CLAIM. Poor Godfrey (If I got his name right) was trying to assist me when your lines cut in the middle of us trying to find the transaction. And when i called back in desperation trying to find him - "FNB CANNOT TAKE YOUR CALL RIGHT NOW, PLEASE LEAVE A MESSAGE AN WE WILL GET BACK TO YOU. I should just move to another bank with no fancy private banker, just normal decent customer service.