silent no communication at all

I recent had a bad experience with Fly Africa where they took money for a flight they knew was non existent I went to lodge a dispute with FNB on the 21st December 2015 for them to reverse the funds I was told after when I had to go to a brunch after 7 days I had to supply a cancellation letter which did on the 02 January 2016 was told it will be resolved within 5 working days I just called after 10 days and am being told I have to resend again the documents like realy this is an am out of close to R4500.00 and am being sent from post to pillar can someone help or do their job in that department frustrated account holder