Appalling service by FNB

I bought data sim card using a FNB APP and money was debited from my account, and no sim card was registered on my profile and i went to the branch in long street to get the sim card the waiting time was more than 20 minutes and they couldnt help me and i was put throught to speak to someone who also couldnt help me and i said i wanted to cancel the sim card , and he told me it was done and he would log a refund request with the admin team apparently that was not done and today someone called me out of the blue to speak to me about the complaint i logged , no suprise she was was unable to help me, i was then sent through pillar to post without anyone helping me , but i still dont have my refund