FNB wont assist me to help reverse my money after bieng ****med

I filled in a dispute to FNB to assist me to reverse money which I got ****med of 3 weeks ago, to date I still dont have assistance, I sent through al the documentation and proof of the funds that the money was taken off my account, but I did not recieve the parcel and when I tried to log a return of the funds and cancel the parcel, I did not hear from the merchant despite emails, and he has no contact details, I asked FNB to reverse the funds for me, and they keep asking me to send documentation which I have sent, [REF:***]