FNB cheque and debit card

hi good day i just want to tell how bad the service is at FNB cheque and debit card department

i was buying something online and just after that requested a refund from the merchant i send them a mail because thats the only way i can communicate with them so they responded with a ticket number and was told they will assist me shortly thats all what they if done it for more than 5 times.

i disputed it on my banking app FNB banking the best banking app you can get according to fnb so i disputed it to get the money i was told to fill in a form and send it to the cheque and debit card department/creditcard authorization.

they told me that i must check my account after 5 working days so i waited and did so but nothing happend i send them again a mail and they responded that visa got rules and that i must communicate with the merchant 2 or 3 times i told them but i communicated with the merchant more than 5 times i send FNB all the mails that i communicated with the merchant and untill today they said they cant help me

anyone with advice please