Fnb debited me bank charges and said it’s reversed and it was never reversed

Fnb charged me replacement card fees for a card that expired( like it’s my fault that the card expired) and the. Sent me a mail to say they reversed it and never reversed it, and I emailed the person twice to tell her it was not reversed and I am just bieng ignored, a person by the name of Ruwayda responded to say that it’s revered but she does not even have a proper signature on her email, very unprofessional, you took my money and said it was reversed and it’s not and then this unprofessional person Ruwayda does not even respond to me, why must everything go to hellopeter to get help