Bad FNB Service

I have been struggling with my FNB credit card account for a while now. For more than 3 years they've been collecting money via debit order on the 26th of each month. On 26th of October they debited as usual, and for some reason they decided to do a reversal. However the money was not credited back to my cheque account and I've been getting bounced to different agents since yesterday.

Now I needed to use my credit card and I can't because they say my account is in arrears - how when they are debiting from a linked Cheque Account? I'm really annoyed by the lack of assistance from the Agents I called who also can't see the money being credited back to my cheque account but they can see a reversal was authorised on my credit card.

And the same thing happened last month where I needed to use the card in an emergency but I was unable to due to the same ****. I don't understand how this is suddenly a problem now after downgrading my account from Private client to gold.