WORST BANK EVER - STA TRAVEL REFUNDS

We booked a trip with STA Travel and I paid via EFT with my debit card. STA Travel closed and I requested a payment reversal from FNB in Aug 2020. The lady said I must first pay a certain amount before proceeding with the request but that there is no guarantee that my request will be approved. I then questioned why I should pay if there is no guarantee because I have already lost thousands of rands and that I can't loose anymore money. That was on the 26th of Aug 2020. I have not heard anything back since. On the 24th of Nov I made contact again and got another form to fill in and send to them. I received an email back stating I will receive feedback within 5 business days. it is 10 business days now and still no feedback. A lot of people are complaining about FNB because they are just not responding. I requested a reversal 4 months ago so I demand my money back!