Fnb's Terrible Service

I've been a loyal customer to FNB for years now. On 21 July I made a online purchase that turned out to be from a ********** site. When I found out I immediately called the bank to let them know. The payment had not gone through yet but it went off my account. At that time it could be reversed but the bank did jack **** and let it go through. On the 22nd I was sent forms by the bank to fill in to lay my case. I did not receive any response. On 1 August I relogged the call again because the previous agent apparently didn't. On 8 August I received an email to attach my evidence and my communication with the ********** site to return the money. Now how am I supposed to do that when the site doesn't responded to any of my communications? I've waited for weeks now from a bank that treats it's clients like absolute ****. Your customer service is putrid