Clients to Pay for Poor FNB Admin

So FNB's own rules state that 12 Slow Lounge visits are allocated per CALENDER YEAR. I went to the international slow lounge on 8 January 2019 after making sure that I have visits available. The visits showed as AVAILABLE on my profile as it should be. Now FNB decided to deduct R400 from my account because according to them the visits were not allocated by that time (apparently only allocated by the 10th????). WHAT???? This is the second time in the past year that I have to fork up money because of slow administrative processes on FNB's side. I am sorry but according to my books if the visits are allocated according to your rules per calendar year and I make use of the lounge on 8 January that is a free visit and no one is going to tell me differently. Please reverse this unauthorized deduction with immediate effect or lose me and most of my social network as clients.