Double charged for card replacement when i was told it would be free

I replaced a ****** student card via fnb and upon replacement, i was assured there would be no charges... a month or two later, cannot recall the exact date, I receive an SMS telling me I will be charged R90.00 for the card I had replaced the previous month. I chose not to make an issue of it, thinking maybe the consultant had made a mistake with telling me it was free. When it came time to deduct the fees from my account here's what happened: 1) I was doubled charged (paid 185 instead of 90) 2) I was charged 2 different amounts (R90 and R95) 3) when I went into an fnb to find out why this had occurred, I was told that my issue has been taken to the disputes department and I would need to wait 24 hours in order to hear anything from them... I'm writing this a week later with 0 notification from FNB as to whether this has been resolved or an explanation of why I was doubled charged. all this and I was told I cannot solve this issue without physically going into an fnb. which, as a working student, is utterly impossible for me to do.