Discovery Visa Card via First National Bank

On 25th August 2019 I booked an airline ticket via Thos. Cook and paid R9 737.68 ref ***. After 15 - 20 emails and telecon calls (waiting an average of 13.5 minutes for a reply I eventually received a Dispute form - often they **** and did not send the form! Overseas this is quickly refunded - but not by Discovery Visa Card!! Actually the worst part is getting no reply and only having to telephone from a mobile phone - email would be much better!! Absolutely no service and no reply at all. We have stopped marketing Discovery products until this is resolved. I want a refund for a service not received. Their service stinks!