Bad service from FNB EBUCKS DIVISION

Good day

I called in last year to complain with regard to an ebucks card which I have ordered which took extremely long to be delivered to me and exceeded the lead time. Sibongile then advised that I would be sent an ebucks card free of charge. I only noticed in this year that I have been charged and have requested a reversal. I then called in on Wednesday and spoke to Gillian *** and she said she would get back to me regarding the feedback within 24 hours. No one got back to me. I then spoke to Moosa and he advised that the ebucks would be reversed by Friday which is today. Yet I have received no reversal??????