FNB ***** Case Not yet Resolved

I've been a loyal customer with FNB for many years. I have two credit card ***** cases that they claim they cannot pay back due it been done via virtual cards. I've been struggling as of last year to sort this out. They reimbursed me then the amount went of again without my knowledge and now they don't want to refund me. I'm very disappointed in the manner this being dealt with.