Refund of purchase to credit card

Credit card refund from Takealot, cannot be traced as it went into a closed virtual credit card. I lodged several queries via secure chat, phone calls and emails to FNB. My last resort was an email to RB JACOB, where I was advised that I would receive my refund between 8 and 10 days, as it has been processed. Mpilo, is now ignoring my mails, as I have still not received my refund. What is FNB doing with funds that go to a closed credit card account??? I upgraded my credit card and provided my new details to FNB. I have advised Mpilo, via email that this matter will be reported to the Ombudsman for Banking.