Pathetic customer service: Outstanding refund

So this company is a *****! After purchasing from them for the longest of time with no issues, suddenly a few of my items to the value of +-R4k were never delivered even though the money was deducted from my account. I have been sent from pillar to post wanting my refund and suddenly was told that my account was identified for *****ulent activity., when I asked for more details no one could elaborate. Apparently I needed to contact my bank to lodge a refund on my behalf and even fnb is confused what this is about because the merchant should just refund me my money for items never received as the orders were just “cancelled” on their side for whatever reasons after payment was made as shown on my banking statement. It’s been now over a year fighting this and can no longer keep quiet, I want my hard earned cash back! This is *******!