Poor Service

I bought an item online and the company did not deliver and I also found out that it was a ****. I have contacted Discovery Card to hear what I can do as I bought it on my Credit Card. The person sent me a dispute form on 20 February. I immediately completed it and mailed it back. I requested an update on the 28th of February...no reply. Today 11 March I phoned in and nothing was done as yet? No manager on the floor to assist as he apparently only comes in at 9:30. It is 4 working days later. how it this impacting me as customer to have this money refunded? If nothing was done, this mean that in 14 days the request wasn't even sent to FNB? This is pathetic. I at least expected confirmation that this request is in progress.