Terrible online service

I am an FNB private client and have had an FNB account for over 25 years. Last year on Black Friday I made an online purchase with my FNB credit card, and I never received the goods. I was informed by others who fell for the same **** that their is a act that protects us from these sort of things happening and that in some cases FNB had already refunded some of the clients the full amount. I have now tried to get to the bottom of this, I have been on the online chat on my FNB app for over 8 hours, I have been passed from department to department, no-one is willing to assist or take responsibility and at least give me answers. I have always enjoyed FNB and have always spoken highly of them ,but this is terrible service. the fact that no-one can even give me an answer and just pushes me to the next department and makes it someone else issue is disgusting. I pay a premium every month and am supposed to get a dedicated banker as a private client, this does not happen. I have never received any form of correspondence from a private/ personal banker. I expect this matter to be addressed with urgency