Disappointing service by the Credit Card Dispute Department

I logged a dispute with the Credit Card Dispute department in May 2023 with regards to a company that had accepted my money but never delivered the products I ordered. I have not gotten any proper feedback and have been requested on multiple occasions to submit the same form that I have already submitted. When I use the secure chat feature on the FNB app I am informed the matter has been escalated and I will be contacted within 48 to 72 hour and this does not happen. When I requested to be called back by a manager as I am unhappy about the service I am receiving I am informed that I need to call them. This is very poor service, I am very unhappy about this.