Refund not received

I have been asking for help to get my money that was refunded from an online shop and fnb is just not interested in helping. I went to their branch and the women there were horrible to me calling each other to come see me and asking why don’t I to the people from the online store, they never asked what was the full story. Tried online and all yeses the service is horrible, they asking me to send things then go mute. Just wanna change banks at this point