FNB owes me money

I have been trying to get a refund acknowledged by the credit card division for nearly three weeks now. Useless "agents under supervision" that first try to obstruct and "filter out" requests without actually investigating a problem. I made a payment for something using Paypal, in the end, I had to cancel that purchase and Paypal processed the refund. On the 1st November. I have reference numbers from Paypal and the merchant. First FNB refuses to investigate. Then they say there was a refund where there clearly wasn't.