FNB CONNECT PROBLEMS

I was billed for extra data used out of bundle on Connect. On 2 December I immediately phoned and was referred to Vuyo Mbebe at 12:36 pm. He promised to listen to the telephonic sale conversation, and promised to get back to me. I phoned again at the end of December 2015 when he informed me that he did not receive any feedback from the requested department. Naturally the amount of R 1301-16 was deducted from my account at the beginning of January 2016. I wrote a complaint email, when reference number 28WWS9JZ was allocated. The lady who phoned me promised to give me feedback before the end of that week, but she never phoned me back. I again phoned Vuyo Mbebe on various occasions, but he informed me that they were not able to ind the recording?? In the sales conversation I expressly told the agent that I did not want any extra data.