Shocking Service

I am extremely fed up with FNB! I made an online purchase over a month ago and for whatever reason, the funds were not processed into the receipients account, although the money has come out of my bank account. I have been attempting to get the funds reversed / reimbursed but the call centre agents keep fobbing me off onto different departments & nobody seems to have a clue! It baffles me as to how the bank I bank with cannot give me a clear answer as to where the money is, as the merchant (who also banks with FNB) cannot track the money. The department that is designated to assist with a dispute of this nature cannot be contacted directly by clients and they are allegedly the only ones who can assist. How does that work?? This phantom department keep sending me automated sms's and emails, when all I really want is to speak to someone directly who can help track and refund my money. I called in AGAIN to speak to a team leader at the call centre & he assured me that he would sort this out and he has yet to respond on the matter. Your pay off line is 'How Can We Help You?', well you can help me by giving me back my money. Why have you made is so painful and impossible?? FRUSTRATED!