FNB faulty system failed

Still waiting on FNB to refund me after the faulty thing that happened with me being unable to block a card and had to cancel it and got charged for a new card R120. The previous support email said can refund but only when new card is issued. Well it is issued did get deducted but money is not put back in yet. Please fix this. Only reason 2 stars is getting a new card was fine but everything else is not great.