3 months with the same generic email

On 12 November i submitted a card dispute. This was for an airline ticket which was grounded (FlyAfrica). At the request of Fnb i sent them my invoice, and confirmation from the airline that the flight was cancelled and numerous requests from me for a refund as proof. Over the next 2 months i began to receive emails and phone calls from them asking over and over for the same documentation that i had already provided. I obliged and kept re-sending and re-sending and re-sending it. I do understand that this is no easy task and as such i expected a delay and was quite happy to comply with (the same) requests. I eventually had enough when on Monday I received an email: Spelling my name incorrectly, telling me to contact Skywise to get a refund (NOTE THAT MY DISPUTE IS NOT WITH SKYWISE AND NO MENTION WAS EVER MADE OF SKYWISE), and again asking me for proof that i have requested a refund and AAAALLLLLL the same stuff i have sent NUMEROUS times. Its clear that after 2.5 months no progress has been made and FnB simply resort to sending me a generic email with ALL my details (including my name) incorrectly captured. I would like an honest update of what is going on please.