Utter Shocking Responce from FNB

I paid for a holiday via my CC last year that I had booked with STA Travel. STA travel have filed for liquidation, I went into the FNB Branch on the 5th Set to log a dispute, I have received countless emails from FNB credit card people telling me to resend my documents, the branch assisted me a lady by the name of Nolubabalo who was super helpful in the CanalWalk branch assisted me on the 5th September. Constantly i have been receiving emails saying I must reload my documents, I can't speak to a HUMAN in that credit card decision and then the last email I received was worded so shockingly:-

and I quote

you bought the ticket on the 11 July 2019 your request for refund was May 2020 what is the date of service? please be advised that

More than 4 months have passed since the date of this transaction. In terms of the industry regulations, the Bank is not permitted to action any transactions older than 4 months after this period as they are termed out of time we regret that we are unable to assist you in this matter and apologise for any inconvenience caused!!!

WHAT A LOT OF *******!!!

I paid using my VISA credit card! I had no warning that STA was filing for liquidation all over the world, my holiday was cancelled due to COVID and now I have lost my money?? with no one wanting to help me, I have been banking with FNB for 14years!!!!!

I have reference numbers such as *** ***

how is this acceptable?? I must just come to terms with the money lost?????? SHocking service I have received from FNB!!!

I even wonder if anyone from the bank would be bothered to even read such reviews, I highly doubt it!!!

I paid for a service that was not delivered by STA and I cannot get my money back???