FNB Customer BookaBook is a ****

I ordered 2 Grade 9 learners' textbooks from BookaBook who is a FNB customer. Their account number is *** and Branch code 250655. The company is a complete ****, I want a refund of my money because they have not delivered the textbooks and they are not replying to all my emails.

Is there a way that FNB can refund me?