Failure to credit my account

I was called by the Lady called Mpho on the 22nd of October offering me a cheque account (Ref SI ***). She told me that I will get my card in 5 working days, when I didn't receive it I called and was told she never ordered it, next thing I got charged R120 for card replacement and when I called to enquire I was told it was a system error and I will be refunded, I have called more than 5 times and I have not been refunded my R120. Ontop of that I got charged R100 honorary fee, which I fail to understand how it happened considering that when I swiped I had enough money. I used to like FNB and I even ditched my employer and Nedbank for it but im disappointed with the treatment lately.