No help from FNB ***** division

My wife and I were ****med by an ************ solar battery seller. Once we identified the *****, we contacted FNB’s ***** division. We were assured that our transaction with the ********** had been frozen and if we sent in the required documentation, the transaction would be reversed. We provided all the requested material, were told that it was received in good order and that we’d have resolution i 19-31 days. It’s now almost two months on and we haven’t had an update, nor have we been able to contact anyone at fnb who can help. We’ve made numerous phone, sent emails. The best response we’ve had was a promise of a return call “with 15-30 minutes.” Two weeks on we’re still awaiting that call. The ***** represents a significant amount of money in our lives as working musicians. There are serious medical matters on hold until these funds are returned to us. We’re getting no help from fnb.