FNB charging me for lotto and powerball tickets,but not sending me any ticket

Hi, I have a problem with the FNB banking app.I play lotto and powerball every week on the FNB app.From last week, FNB have been charging me for my lotto and powerball,but I have not been receiving a ticket and when I contacted FNB ,they advised me the lotto and powerball is slow, the ticket will come,but nothing comes.this is unfair as I am being charged for something that I am not receiving