Fnb not refunding me after card was ****** and ****med

My card was ****** and used to purchase stuff on SheIn. I went through the steps via the banking app, my card was cancelled but no reference number received. At this point the money is still showing as pending on my account. I went into the branch on 31 December was put thought to the call center and new reference number received. Fine I start following up and they simply can't tell me anything. They keep telling me they will get back to me, they will contact me. I eventually get a second reference in January??? By now the money has been paid to the merchant. why did I get a new reference because I already have a reference. Finally I receive the forms to fill in but they don't match to my query I write in the body of the email. Provide correspondence from SheIn advising me to contact my bank for my refund as I did not make this purchase. Thereafter I have received no response from them. This is a horrible experience as I feel I'm being punished for getting my card ******.