worst 'service' ever

Good morning, FNB How Can We Help You? Answer: We can’t, or we won’t. And they will take their own sweet time letting you know they can’t. Or won’t. So, cutting a long story short: I booked return flights to Cape Town with British Airways. When the airline was grounded, I attempted to contact BA with about the same result as I get from FNB – no response at all. So, I rebooked with Safair. At that stage the BA money – R9276.10 – was still in my credit card. I phoned FNB and went to the branch asking them not to release the money to BA but they went ahead and did it anyway. FNB told me that if I filled in forms and sent them back, I would get a refund within 5 to 10 days. It is now April 21 and nothing has happened except a wall of silence. Getting desperate for some form of response, I posted a complaint on FNB’s website. Again nothing until, on April 7, I received a response asking me to resend the documents I originally sent to them in the middle of March. I did. The usual silence resonates without even an acknowledgment of receipt. I followed up on April 20. Again utter silence. It is now April 21 and, despite phoning FNB card – I held on for 15 minutes with no answer - emailing them and sending a complaint on their website I have had no response bar being given the reference number Service Request Number: *** Reversing a payment on my credit card is my right when the service I paid for was not delivered. Why do FNB make everything so difficult?