FNB doesn't care

I made an online purchase on the 27-11-2024, and did not receive my order, then the merchant contacted me and asked me to reverse the money because they won't be able to deliver. I contacted FNB and was advised to do dispute on the app, of which I did and only received a ref: *** after 5 days of logging a dispute, since then I haven't received any communication. I have been calling them almost everyday and when the call cuts, they don't call you back, I went to the branch on the 31-12-2024 and they called online and one of the agent who was assisting me promised that he will send an email for feedback and I will be contacted, till today dololo, nothing, they just don't care and to me R1500 is a lot of money.