Card machine (merchant center) division letting your business down

Firstly, I’d like to say I have loved this bank for my personal and business banking. My biggest frustration is with your credit card machine (merchant) division . It is as if they a completely different company from a service point of view. I have had huge issues with a card machine we rented for a trade show in May. FNB double deducted a whole lot of my customers and took over a month to refund them ... some of which I had to refund myself because they just wouldn’t respond to my queries. Only after I complained here, I received feedback and customers were suddenly refunded within days. Then a few months later I discovered I had been charged rental for the machine of R950 every month when I had handed in the machine for the account to be closed at the end of May. I have sent multiple enquiries with all my statements and facts and have had absolutely no communication !!!! I did receive a refund after many complaints for 1 month’s rental of R950. I am still waiting for the other 3 months which amounts to around R2800. I actually cannot believe how this department does not communicate. I have sent numerous emails asking for the status of my query and have not had one reponse except an automated response to say my query is being attended to. If you aren’t going to refund a customer, then at least send an email to explain why ! I have since used Capitec card machine services and have not had a single issue. FNB our card machine division is letting you down. I have not wanted to come complain here, but I feel I have no option as last time they only resolved issues once I reviewed them.