FNB Card division

My mom (93 years) has never withdrawn cash on her credit card. On her September c/c statement they incorrectly allocated one of her purchases as a cash withdrawal and charged her a cash withdrawal fee plus interest. I spent nearly 2 hours on the phone explaining the situation on 2 separate calls. I was told that a consultant would revert to me within 48 hours. Never happened. on 1/10 and 8/10 received SMS's asking me to rate my refund experience. I rep**** "poor" on both occasions. When I received mom's October statement there was no refund and additional interest had again been charged. I again phone the card division and after spending some time explaining the situation they just put down the pone. I phoned back once again with the help of a consultant at FNB in Killarney. Was advised by the card consultant after having given her my reference number that there had been no feedback on my account and she submitted a further enquiry. I was informed that the turnaround time was 24 hours and a consultant would come back to be within that time with feedback. More than 72 hours later, no call, no feedback. This isn't the first time that I have received such disgraceful service from the card division. Its always a nightmare. I do however want to point out that the consultant who helped me at FNB Killarney was incredibly helpful and pleasant although this wasn't his department. A big thank you to him.