No response and no refund

I bought some data on fnb online banking a few weeks ago but the data never came through to my phone. I then called the customer services number and got assisted and was given a reference number and was told that someone would call me to resolve the issue, and that either the money would be refunded, or the data loaded. Up until this date I have received no data, no refund of my money and no response from any operator at fnb. So my money was just taking and nothing done about it