Poor service-Debitcard Dispute

On 28 July 2021, I lodged a dispute regarding an online purchase where the supplier never received payment, but the funds were taken out of my account. I went to the Sunward Park branch, who were very helpful but was informed I had to lodge it with Debitcard Disputes. I immediately received an automated response informing me that I will receive a response within 5 working days. On 15 and 27 Aug 2021, I followed up with more e-mails. To date I have not received any correspondence from FNB besides the auto reply.