Debit card dispute no feedback

Last month I made a purchase on Game online, the money was deducted but the order failed. I contacted Game and according to them, they didn’t get the money. On my side the money was deducted and went through, they continued to claim to not have received anything and to rather contact my bank. I was told I need to send an email with some forms to the debit dispute, I received a reply that they would get back to me within 5 business days. I logged the dispute on 29 july with fnb but have not received a single update since then and the money hasn’t reversed. As a loyal fnb customer who is usually satisfied with their service, I am very disappointed.