FNB - failure to trace refund/reversal transactions

I have a reversal pending on my credit card. cleared with Ring/Amazon and have responded that they have completed all processing. super helpful, provided me with ARN number and everything. Now for problems at FNB, phone them. great get to the first department, we can't help please speak to X department. 5 departments later 2 dropped calls and multiple times explaining something extremely simple FNB staff just doesn't know what an ARN number is and is not equipped to assist with something as trivial as this. Finally decided lets try use secure chat, even less helpful... we can't do that. we can only view transaction history, is this truly the only insight their staff has regarding a request like this? Now they advise me to log a dispute request form, end of communication. FNB can I say, that I've been with numerous banks over the years but your staff is ill-equipped/experienced it seems with what I will call a simple request. Guess I have to write the money off as FNB won't (can't) be able to assist. Ask for a reference number to put into this review, nope ignored, end of communications.