Not customer friendly

I requested FNB the FNB dispute department to dispute a payment I made online since the merchant never delivered the items I bought online.

I sent my signed dispute form and forwarded the communication between me and the merchant. They refused to refund me saying I should send communication between me and the merchant. I then made screenshots of our conversation we had via emails. They still came back & said it's unsuccessful.

I want to know what kind of communication do you require in   order for you to assist me as a customer? The only way I communicated with the merchant was through emails, their "contact us" page on their website and phone calls which they never answered. Do you expect a letter as a form of communication? Please call me and explain.

Nedbank beats you in that department. Ask for advice from them