Most disappointing service ever

I called the fnb card number on the 2/02/2021,requesting a charge back as the merchant has not kept the side of the ag and the goods have not been delivered since date of online purchase on the 2/01/2021.i was emailed the dispute forms, filled them in and re emailed back to them and got an automated response stating that I will be contact in 5 working days. I then re queried why I haven't been contact ed but again, automated responses. An amount of R5000 is a lot and I also submitted proof of communications with the merchant showing the thier ag was not honoured, I stating to wonder if fnb is not reversing the funds that we debited because of the fact that the merchant banks with them. I'm extremely disappointed at the lack of empathy, professionalism that has been shown to me by the fnb bank and working in the same banking industry I regret opening the account with them as a secondary account. With the covid 19 second wave one is always advise to try and stay at home but fnb doesn't respect that and wants people to go and sit in their branches and risk chances of getting infected.