DISPUTE DEPARTMENT DOES NOT EXIST (They do not answer their phones)

I made an online purchase with Forever new clothing stores on the 7th of July 2022 using my FNB virtual card the transaction was cleared on the 11th July 2022. Forever new claims to not see the money in their account and asked me to lodge a dispute with my bank (FNB). I lodged the dispute on the 13th July 2022 after calling and obtaining details of how to do this. FNB dispute send an email back that they would respond to the email saying they will respond within 5 business days. They have not responded till today. When I call everyone(from other departments) tells me it takes more than 5 days for the dispute department to respond. Then they "transfer" me to the dispute department. No one ever answers, the department does not Exists.