FNB Licence Renewal Refund

I go on the FNB app (22-08-2024). I renew my licence disc via the nav-car platform. They take the money the transaction is complete, I should get my disc within 14 days.

I go to check the status a day or two later and it says "Refund". The process failed somewhere and I am to be refunded, thats fine. I wait an entire month, when checking on the app, the transaction is missing on the nav-car platform (But still there under transactions to show the money is gone). I call them, they send me a refund form to fill (02-10-2024). I fill in the form and send it to the stated email address. They email me asking for further information, which I provide. I then get a call, the lady asks for more information on the transaction, I offer it, we get off the call. Minutes after that, I get an email saying they do not perform refunds on transactions done via the nav-car platform and I should call the service desk ***). I call the service desk, I go through all the prompts, the phone rings for a few minutes. Someone seems to answer, as it stops ringing, but the call then goes quiet until I hang up after a few minutes of silence. We continue tomorrow trying to get our money back