Bad customer service - extremely slow email responses and no conclusion in over a month!

I have been waiting on a response from FNB with regards to two matters for over a month now! I have been assured a prompt response with both matters but still nothing... I have tried phoning every week with no response, and email the same. I have been sent off from department to department for weeks now so nothing has actually happened to rectify the matters and it keeps on being dragged on - why does one department not know which other department handles certain issues? My matters are not complex!

First matter: Planet Fitness Claremont branch closed down in the beginning of this year and they assured customers that our contracts would be terminated at the end of 2018 with no more debit orders in 2019 (beginning January 2019). This unfortunately was not the case and the debit orders have continued into 2019. First of all, I want this debit order stopped, and second of all I want my money back so I have to go through FNB to do this of course. I call to stop the debit order first and the line is withheld so I send a message via the FNB online site and get a reference number. They give me an email to contact, which I do. And then that department tells me to email another department and so on for a while... I then was sent a form to fill out, and once returned I was told that I was still emailing the wrong department! Nobody knows who to send me to! Finally after all this I was told on 4 April I would get a response within 5 business days and I'm still waiting from the Debit Order Query department...

I was also sent some instructions via email (in the meantime while I wait for a response) on how to stop a debit order online, on the app and on cellphone banking. Neither three of these options work (!) as the certain options and buttons they tell you to press don't exist online to verify my banking app. And to stop it online - the button also doesn't exist...

I have given all the information needed so please can you just do you job and reply, stop my debit order to Planet Fitness and get my money back!

Second matter: Myself and my husband visited the domestic SLOW Lounge in OR Tambo last month for the first time. I had seen on an email sent to me via FNB last year that I qualified for this service and that visits to the domestic lounge are complimentary and you get a certain number of guest visits a year for free. Since I'd never used the service before I felt it was safe to assume that this was the case and both myself and my husband would get in for free. The receptionist at the lounge asks to swipe my card to see whether I qualify (that's what he said) and he said I did so off we went. The week after I see they have charged myself and my husband for visiting! I gave no authority for this money to be taken off my account - I wasn't asked, I didn't sign for it nor did I put my PIN code in.

In the response email I get for my complaint it is said that they will not give my money back because of the email FNB sent me last year in reference to access to the SLOW lounge - but it states that visits are complimentary to domestic lounges (and charged for international)! So I don't understand why my complaint was declined. This email was sent on 9 April and after following up a few times I still have had no response.

I expect my money back into my account.