Refund my money

Since last year wanting a refund from fnb of 11800 via bookings.com. I'm not happy at all.ive been taken from pillar to post. They wanted proof and I send it through but I never got my money. Since last year 24 Dec till today nothing is happening and I was promised it will take 5 working days after filling a dispute form. FNB is a lier and they don't sympanise with clients.i have a small baby I'm running around like I'm mad and they want things that I don't have like cancelation letter for which I never had since we'll the booking never went through