FNB makes no effort to trace funds - its easier to just say we cant find it

this is my 2nd time i am logging this issue . All FNB does is give a standard answer of "we have responded privately to the customer". Then an agent phones and asks me details - never to be heard of again. They simply can not find the payment that was made by an airline , into my credit card and that is that. This feels like they are not trying hard enough and simply keeping the money. The funds have left the airline - so FNB has it. It is my money and i want it . They do not give feedback and one can never phone the same person you spoke to back again. I now have only the banking ombudsman to turn to . It just feels unfair and the customer has to fight to get what is legally theirs