FNB just keeps on taking

I have been with FNB since 2018 on a normal Aspire account, without any problems. Recently, a consultant tried convincing me to move over to a Private Client account, with the promise of a price freeze on bank charges. Shortly after this, I decided that this was not for me, and I informed him as such via email. And lo and behold, the bank charges were deducted, and I struggled for almost a month to get my refund. I am told I was refunded, as they stuck the refund somewhere in between transactions on my bank statement, but my money never increased by R400. Now, my yearly Superbalist shoe voucher is also missing, and I am being told I should have used it before the upgrade to the Private Client account.

I am peeved with FNB, to put it lightly, as promises were not kept, and I am just keep on losing.

Please get this resolved ASAP!!!!!