FNB Card Dispute Department - Very poor service, I lost a lot of money

October 26, 2019 an amount of just over R3K was deducted from my fnb cheque account for an online purchase I supposedly made, the company is in the USA somewhere. I emailed FNB Card Disputes, and after a few weeks of back and forth, they simply emailed me back and said the third party company does not do refunds. Now I know of a same situation that happened to someone else and her money was returned. I feel that FNB did not do enough to help me and their communication and dealing with this matter was unprofessional.