FNB dispute department provides terrible service!

I lost my money with STA travel after they went into liquidation. I made my last payment via EFT in February this year before lockdown was announced. In September I sent a dispute to FNB for a chargeback due to goods/ services not received and was told my dispute was declined. I know of someone who paid via EFT in December last year, roughly the same amount as me and got every cent back from you guys. Why can one person get their money back but not the rest of us? I think this is completely unfair, I sent all documentation as proof and the proof is on my bank account statements. I have been a loyal FNB customer and this is what I get. All my hard earned money down the drain and FNB refuses to help. How disgusting!