FNB Connect simcard

I am an FNB connect customer. On the 03 February 2018 I loaded voice bundles on my account. Every time when I was finished with the request, I will receive a message telling me my request is being processed. Seconds later another 1 came through and saying my request for 30min voice bundles have been cancelled. I called the customer care line and I was told the technicians were busy fixing the systems that are off. Sunday morning of the 04 February 2018 I woke up to thirteen sms notifications saying my account have been loaded with 30min. I am asking for my refund of R336 I am told I cannot be refunded!! I still have the rest of the bundles because I only needed 30minutes not 360min!!

HOW DO YOU BILL A CANCELLED REQUEST WHEN IT WAS YOUR SYSTEMS THAT WERE OFFLINE. HOW WAS I SUPPOSED TO KNOW I AM GOING TO BE BILLED IF I CONTINUE WITH THE REQUEST? NO COMMUNICATION OR WHATSOEVER CAME THROUGH STATING I WILL BE BILLED FOR CONTINUING WITH THE CANCELLED REQUEST!