VERY POOR CUSTOMER SERVICE!

I sent through a dispute to FNB but this dispute was resolved by the other party , The other party advised that if I send them confirmation that the dispute was withdrawn they will pay me back the money that they debited from my account in error, I phoned FNB and spoke to someone that advised me that the dispute was cancelled and it still wasn't cancelled, I sent numerous emails and made phone calls to have the dispute withdrawn and asked on numerous occasions for some kind of confirmation that the dispute had been withdrawn so that the other party could pay me my money back and have still not been assisted, I cant count the number of emails that I have already sent, All I need is simply some kind of confirmation that my dispute was withdrawn, That is it but no-one ever responds to any of my emails from FNB and no-one ever gets back to me, The latest response I got from FNB yesterday they advised me that they CANNOT send me an sms but yet 3 days ago I got a call from FNB and the lady I spoke to said she would send me an sms confirmation so it seems as though not one person actually knows what they are doing at FNB or how to do their jobs, I am extremely unsatisfied!