FNB LICENCE RENEWAL

I made use of the fantastic new feature offered by FNB to take out my licences on the app. I have renewed my licence on the 1st of March, paid for it and on the 27th of March still have not received anything. I have also contacted them twice, every time someone will get back to me but I have not had any feedback as of yet. Now I need to pay penalties. How do I get a refund for the payment already made if they can not even call me back.