Very poor customer service

I am really disappointed with FNB, I always thought they were the best until recently. On 10th November 2023 I made a purchase on KFC APP and after payment I got an error message, I tried again same thing happened. The orders did not go through on the APP and the sore confirmed but the payments went through I reported to my bank FNB ( the payment option was used was instant EFT). After being sent back and forth (from call centre to digital banking support to 3D online secure acardinal) and then completed the form that were emailed to me by Mzamo Malandela and emailed it with the APP error screenshots and proof that I had paid cash for the purchase since the order did not go through. I have followed up several times and on the 30 November hen I followed up again I was told that they did not receive the email which I resent. I was informed that the matter would be resolved in 30 days, to my surprise today (15 February 2024) I receive an email referring me back to the first means of contact I made (which was to call the Bank). I am very dissatisfied and fed up of being sent back and forth all these mentioned departments are within the same institution and when a certain department is not responsible to handle a certain enquiry they should refer it to the relevant instead of sending the customer back and forth).