Bad service

On the the 19 th of May I logged a call with the credit card customer service department as R1100 was deducted from my credit card on the 30 of April at the OR international slow lounge. I spoke to a guy called Muhammad he promised that I would be refunded the money with a few days as I had free lounge visits he provided me with this ref R***. I did two follow ups were the matter was escalated each time they promised to call me with an update nobody ever calls and I’m tired of following up and escaping the matter