Worst Service

I contacted FNB card via Secured Chat on the 5th to dispute a payment that was settled via cash (explanation in the below email). I called in on 12 to query if my dispute was received and I was to complete form. Which I did and email as per below with supporting documents.

I didn’t receive an auto response, so I contacted 3 agents (one I chatted to twice) via Secured Chat to follow up on whether my request was received. They all gave me the standard response and ended the chat without understanding my query.

I called again today (21 April 2023) to again confirm that my request were received as I didn’t get a response when I emailed. I again spoke to 3 agents. They first 2 agents ended the calls and the 3rd was not helpful, unprofessional and very patronising. She also ended the call while I was on hold (I was on hold for more than 20 minutes).

Why is it difficult to confirm receipt of my form? Why is hard for your agents to provide basic service? The only agent that was able to provide a solution was the one I spoke to on the 12th. The rest were useless and have no basic customer service skills.

Was my form received. I submitted a request on the 5th. How long is it going to take?