FNB claiming to have reversed the bank charges to my account

Hello Peter

On the 14th October I have noticed that i was over charged on my banking fees by FNB. I contacted FNB and I was gladly assisted by Lydia on the premier accounts. The lady told me i was on the Pay As You Use option which resulted in the charges to be too high. I sent FNB proof that I have signed for the Unlimited bundle, FNB acknowledged that it was a mistake on their side. I then requested the over charged amount to be reversed back into my account since it was not my fault.

Around the first week of November Lydia told me the amount to be reversed into my account, but I have to wait for my next statement then it will reflect on my account. Since then I have been monitoring my balance. Indeed i got my premier cheque account statement on the 15th. The statement shows that on the 14th October there was a reversal amount and my balance changed. Here is the interesting part. The statement does not correspond to my online banking transactions. There is no positive balance that shows the amount was reversed into my account. Both myself and Lydia opened the same account, she was reading figures that are different to what i was looking at on my PC. I sent her the screen shot for the dates she says the money went in. She tried to speak to one of her colleagues and these are the reasons I got.

1. The online app will not show the money since it is not a normal deposit 2. The money will only reflect on the statement that is emailed

So if that's the case, how am I suppose to use the money if it is not going to reflect on my actual account? Please help.