FNB disappoints!

I fell trap to a **** company posing as Truworths,I "bought" some shoes,made the payment but did not receive any confirmation for my order.That was on 24 July.The 25th I saw on Facebook that a lot of people was caught in the same manner.I tried calling FNB on a number I got from google,but only got an answering machine stating that they work office hours.On the 26th I spoke to a consultant,told him the story and he sent me a debit order reversal form that I had to fill out and according to him I would get my money back.To which I received an email stating that I should contact the merchant to organise a reversal.I tried explaining that It was a **** company,but according to the bank they can do nothing to help me since I received a one time pin.Is the bank not suppose to be on my side and help me when something like this happens?Its not a big amount,but if it was,what will FNB do to help.I have been a customer for 27 years and this is what they do to try and expose a ********** transaction or company.Should I not expect more of my bank?How are one to know when its a **** company offering goods for sale and why can the transaction not be reversed?