FNB car license renewal

On the 2nd of January I decided to renew my car license on the FNB App. My documentation was approved and an amount of R1098,02 was taken out of my account. Subsequently I was informed that my lease agreement was not accepted as proof of address. Since my car license was expired and I couldn’t drive it I decided to go to the municipality and renew it myself. After numerous phonecalls to FNB as well as messages in the app and emails, I have not received a refund and my attempts at canceling via phone and on the app have been unsuccessful. FNB allows you to chat to a team of bankers , however everyone I spoke to has just passed the buck to someone else....I have received messages on 5 occasions starting from the 8th of January that an agent will be in contact with me within 24/48 hours...from that date I have been calling and emailing FNB however no-one has gotten back to me...I am completely disgusted by their lack of efficiency and professionalism as all they have to do is refund the amount they took out of my account... On the app I was messaged yesterday that my license renewal was canceled...today I received a message that the license renewal is in progress...they really don’t seem to know what they are doing...