Reversal of online payment

I have requested a reversal of an online payment 3 weeks ago. I had completed the form and sent it to the address listed on the FNB website for "Reversals" and the instruction stated that if I do not receive a reference number within 15 minutes of sending the email, I must contact the bank. I did this and was put through from one department to the next and that kept giving me other numbers to call. A hour and half later waiting after waiting I was cut off. I then sent the email again and received an sms advising that they are looking into my query. I then sent a third email to them and todate have not received any responses or acknowledgement of my emails. I called again several times and the same issue after waiting on the line and being passed from around no one could assist me and then I got cut off again. I do not want to go into the bank because of Covid as I am almost 60. I even stated in my last email if I do not receive my monty back or an email I will contact "Hello Peter" for assistance but still no response. Please can you urgently help me to get back my money that I incorrectly paid into a closed account. Thanks