How can we NOT help you

I ordered skin products online, without reading the terms and conditions, and then became a subscriber to this company unknowingly. I cancelled the subscription and returned the goods, and then asked FNB to reverse the subscription transactions and sent them the relevant documents. They have received the documents more than a week ago, but no one is doing anything or giving me any feedback. I have sent numerous emails asking for management, which are just being ignored. I received an email this morning saying they want to cancel my card and investigate a ***** case, why??? Why do they give you the option to reverse the transactions if you returned the goods, and you have the proof. Why do you want to waste everyone's time by investigating a ***** case , if you can just reverse the transactions! I'm beginning to think that FNB is prolonging this matter on purpose to charge me interest, or someone is not doing their job and trying to pass the buck. Can management please intervene, I'm not getting any joy from your bankers and I'm extremely disappointed with your service. You have reversed transactions for me before, why is it such a mission this time?