No refund to virtual card

I have been waiting for nearly 2 weeks (8 working days after the refund was processed) for a refund to my virtual card, I have logged this with *** 3 working days ago with evidence from the merchant that is was processed on their end, with no response from FNB other than the automated response in which you receive your Reference number.

The reason why I logged it, was that the merchant processed two separate refunds, exactly one second a part from each other on 17 November 2021, one to my credit card (which I received the refund on 20 November 2021) and the other to the virtual card that is linked to my credit card...yet I have not received this refund.