Fnb ***** division does not protect the customer

Fnb ***** gets back to me today (1/11/22) after I submitted a ***** case on the 13/10/22. They tell me to contact the merchant I engaged with and prove that I haven’t received the goods. The boots don’t exist in this country and the website is taken down. How am I supposed to contact them? My bank is supposed to protect me from this. As their client they should refund my money and take it up with the merchant to prove that they did indeed give me the goods. This is horrible and all who bank with Fnb should know that this bank will not protect you as a client