FNB service failure

I have received a message under the just for you heading. It is about FREE purchase protection because I have used my virtual card for an online purchase. I have tried to follow up on this by using the email address provided in the email. The email came back with an error. 2022/05/19 10:00 - I tried the secure chat on the FNB Mobile application to follow up but nobody could assist me , they did not know about the purchase protection. I were given the number ********** to phone. I was placed on hold for 20 minutes... The Lady who answered also could not help but she offered to send an email to the same address to see if we can find out. She said that she would copy me in the mentioned email. Up to now no email from her or feedback by phone as promised. (2022/05/23) 2022/05/19 15:00 -The next step was to complain via the contact us on the FNB website. Received feedback that FNB will act immediately . 2022/05/23 10:00 - Up to now no feedback from anyone. How can FNB advertise (Promise) something and there is no way to make use of that. ?