Fnb debit order dispute fails service delivery

I logged a debit order reversal last week and submitted the form I was asked to sign before they could reverse, but I got this message “1/2 FNB :-) Ref No ***_***825 We are unable to process your dispute. Please resubmit together with the required Communication with Merchant/Service provider “ I tried calling fnb debit order disputes but their lines were all busy, how is it that they allow me to wait a week after making me sign and submit their documents and still I can't get my money back... This Is the money by the way of a hotel I never even got to stay in, instead of them taking a deposit before the stay they take all of it as if I was already staying there