FNB BAD Service!

I logged a ticket with FNB via their credit card email address over 5 weeks ago (12 January 2022). I asked them to investigate why a credit card reversal was not added to my account. I have sent multiple mails and the only response I have received so far is that they needed the account number or my id number to investigate further. I sent them both three weeks ago and once again multiple follow up emails and I have received no response from them. I think this is atrocious service from a bank that is supposed to be the best at giving service. I have been with them for 20+ years and this is the level of service I get for my loyalty. I am extremely disappointed and quite frankly getting very angry at the situation as I have not received a reversal that was initiated on the 9 December 2021.