ASSISTANCE PLEASE FNB

I had purchased a holiday from STA Travel in December 2019 but the company got liquidated. I was very patient and then I read via Facebook that you could claim if you swiped your debit card via FNB so in mid December I got into contact with my private client banker, whose name I do not want to mention, and got little to no assistance from her, I am in fact still waiting for her to return my call from mid December. I’ve filled in the debit card claim form but whilst still being patient only since then called FNB for feedback twice. No one can give me any information and no one calls me back. I know there is a limited time that the claim can be done but I have read that according to a Legal South African act you can claim in 500 and some odd days. I would like some help on this matter coz as a private client I should have found joy with minimal effort via my private banker. I am not a complainer and the fact that I had to call FNB to seek my private clients name is a testimony to that. I have not needed or had a problem with FNB In the past and now that I needed effective service I am very disappointed that I have no assistance. Please can this urgently be resolved and I can follow due protocol to receiving my funds as effortlessly as possible.