FNB - shocking (no) service

On 7 Oct I received and SMS regarding a transaction on my credit card (frm inmotionhosting) asking if I had made the purchase I rep**** N. Subsequent to that that amount and additional amount have come off my credit card, I logged them as ***** and my card was cancelled and received a new card, the 2 amounts have remained on my acc since 11 Oct, I have contacted FNB via 'secure chat', via phone, via messenger countless times, as well as been into a branch, to date it has not been resolved. I was informed last Friday the refund had been processed and it would take 24-48hrs, it has still not come off my acc, (I have a case number as a reference) I keep getting told someone will get back to me, to date.......nothing. The level of service is non existant has been nothing short of disgusting, I understand from a security perspective they want limited points of access however, for branches and well as the customers to have the same 'contact' number is absurd, perhaps they should focus on stopping ***** transactions being process on accounts. I have spent countless hours trying to get this resolved and still NO contact directly from a PERSON to try get it resolved.