Being charged bank charges not applicable account

My smart account with FNB has always been free of transaction fees for debit orders and online payments. Last month I was charged between R7.00 and R7.50 per debit order, which amounted in total to +- R80.00. On querying this with the Vaal Mall branch I was advised this was an error on their part. They have changed their policy but I was allowed 10 free debit orders per month. I was informed these charges would be reversed. To date they still have not been reversed despite contact with Nico from the branch keeping me updated, after I complained on FNB's online \contact us". I complained again yesterday"