FNB shocking customer service and dispute resolution

I made an online purchase on a website and the item was never delivered. The website was a ****. I have aFNB app on my phone and logged 5 online debit card dispute forms as per the secure chat agents suggestion. Every time I followed up on secure chat not one employee could assist. After several phone calls and spending approximately 30 to 40 minutes on these calls, I went to the Clear Water Mall branch where the team leader assisted me with the debit card dispute form and emailed it to fnb disputes department. The turnaround time is 5 days and this to has come and gone. I have several case and reference numbers and I have no reversal of my funds. I have never felt so frustrated and amazed at the unprofessional behaviour of staff at a major bank. As soon as I am able to fo so, I will do my research and close my accounts. FNB should be ashamed of themselves as their is no professionalism or query resolution or any attempt to assist.