FNB issued a defective card and refuses to reverse the card fee!

I recently traveled overseas and was assured multiple times before departing that my Global Account card is working and active, and FNB was made aware that I was traveling. Upon reaching my destination however, the card did NOT work. I was thereafter informed via secure chat that the card is actually faulty and will not work and that I should use a virtual card instead (I have screenshots of this conversation). I was charged a USD $28 fee for the physical card. I logged a complaint for a reversal of the card fee immediately upon returning, yet over a week later the fee has not been refunded (***). I was informed that a manager approval is needed yet no progress has been made whatsoever. Shockingly, the agent on secure chat (Nokukhanya - 10 November - 2:25PM), refused to assist with following up or escalating the matter. This individual's customer service skills are nothing short of pathetic and disgusting! I will NOT be paying for a card that FNB has explicitly stated is faulty - I expect this fee to be reversed, as well as the international fee charges on my credit card which I was forced to use due the Global Account card not working. FNB is by far the most ***********, dishonest and ********* bank I have ever come across!