APALLING SERVICE

In the past I' received excellent service from FNB. How ever on 06/02/24, I reported 2 *****elent transactiobs on my credit card. Since then I spoke to several agents on the phone as well as in the secure chat system of FNB, to no avail. Promises were made to follow up on the issue and give feedback. Needless to say, nothing happened. A 'Rookhshana informed in the secure message system, that my money was refunded on 26/02/24. To date it is not refelecting. FNB is an absolute nightmare to get hold of your ***** department, regarding feedback. My question is, if I was really refunded, why does it not reflect on my credit card account? Poor, poor, poor service