Unhelpful, no communication, disinterested

We cannot express how disappointed we are with this bank. We are loyal clients to FNB, my husband's business has millions going through that account every year. We bought 4 return flights with Kulula on their sale on 31 May. A mere few hours after we bought the tickets, Kulula announces that it's ceasing operations. To advertise a sale drawing customers in and then announcing a cease in operations as soon as the sale ends, is disgusting and can be deemed as *****. We lodged a query with FNB, who was so unhelpful. At no point did FNB get back to us. My husband kept calling and eventually got through to them 8 days after the query was lodged. This bank closed the query without even contacting us. Their reply: It can't be ***** because you purchased the tickets. Yes, we purchased them no doubt, NOT KNOWING that they won't be delivering the service we were paying for and would be ceasing operations a few hours after our purchase. The bank did not reverse the transaction even though we called them immediately. The bank did not follow up or call us, despite us lodging the grievance with the ***** department. We direct all our business through this bank. Our families personal accounts are all with FNB. We've encouraged staff to close accounts with Capitec and open with FNB, many of whom did just that. But it seems that a simple matter of assisting us when trouble comes, is too much to ask. Is this the level of service you offer your clients? Seriously disappointed and feeling quite unsafe about channelling all our funds through this institution.