Slow response with regards to reversing money to my account

Morning.

I an feeling that FNB is not doing enough to recoup money from the Merchandise that is refusing to refund money after I returned the goods. I submitted Premier Debit Card disputes form on fridays 19 November 2021, to date the money is not being reversed back to my account and no one is updating me about the progress. I am feeling not being assisted at all here and when FNB upgraded my account to premier I was advised that It will make my life easier but I completely see opposite of their commitment and promises.

Can u assist and reverse my money back to my account urgently