NO HELP FROM FNB!!

This is a month now since i logged a request to reverse an online purchase with ComAir, they sent a mail a MONTH ago stating it was sent to the merchant and there is still not update, what kind of a merchant that doesn't have a Turn around time? i called last week and was told someone will call me back to give me an update and now one did, today i called and was transferred to 10 different agents who dont know what they doing nor saying to me. What the hell is wrong with FNB! i have wasted airtime worth R100 calling them and all i get is to be taken from pillar to post. I NEED THAT REVERSAL DONE NOWWW!! what kind of bank is this that does not allow us to reverse transactions?? Comair is aware reversal shall be logged so why would it take 2 months for this to be done