FNB Navi Car License Disk Refund issue

I have to say that I am very disappointed with FNB Navi-Car. I used the app to renew my license disk on 30 September 2020. On the 11th of December 2020 I went through to the licensing department myself and renewed the disk because it was taking far too long. The same day I got my license disk, I called the number provided on sms to request a refund because the service of navi car was not provided. Ellie responded to me and asked for a A4 copy of the renewal, which I sent through only to be told that they have a different registration on their side which starts with NT. I find this completely unacceptable and I sent a screen shot of the vehicle details loaded on the app so someone somewhere made a mistake. I have even followed the steps to get customer care to contact me and I am still waiting for a for someone to call me. All I want is my refund. It really is not that difficult