>60 days credit overdue - FNB Connect

I purchased a Global eSIM using the FNB mobile app which did not function properly. I notified my private banker, who was very helpful throughout the process, and the advised solution was to purchase another eSIM whilst abroad. I followed this recommendation; however, I have still not received the refund for the faulty eSIM after more than 60 days. Despite multiple follow-ups regarding the overdue refund, I have received no response from FNB Connect. The lack of accountability and communication is very concerning.