Missing Refund and No Communication

I am extremely disappointed with the service I have received from FNB. I was supposed to receive a refund from Amazon. Amazon has confirmed that the refund was processed and sent; however, FNB advised me that the funds never reached my account. Amazon subsequently provided me with a refund tracking number, which I forwarded to FNB. Since then, I have received no further feedback or assistance. This matter has been ongoing since January, and despite multiple follow‑ups requesting an update, my emails have gone unanswered. The only response I initially received was that the refund did not reflect in my account. After submitting the tracking number, there has been no communication whatsoever. My follow‑up emails are consistently ignored, particularly by a representative named Zuki. I find this lack of communication and resolution highly unacceptable and unprofessional