FNB Premium credit card

Hi my name is Nozipho hlatshwayo and i have a big problem i am facing with FNB bank. on the 06 of July 2018, i bought plan ticket at lanseria airport for an amount of R3949.83 and they were later voided using my premium credit card i was advised by comair that the money would be back after 3- 5 working days but i waited and it never returned i later called the comair offices which they explained the money was still pending i must consult my bank . i went to FNB eastgate and was assisted by Sphiwe who is a consultant there and he gave me an authorization code to give it to the comair department to bank the funds so they can do the reversal, on the 13/07/2018 i was advised the money was reversed back to my account , on the 16/07/2018 i made a cash payment of R4000.00 to my credit card, i went to eastgate to query again if the money was reverse howe ver i was advised the money was returned to my aco**** i explained to the consultant that no money was paid back as i was the one who made cash payment of R4000.00 so if the reversal was done my balance should have increased, the lady was so rude and said i must print the statement and sit down and calculate from the 12/06/2018 till the 13/07/2018 i then told her that lets calculate the money together that she is claiming i used but it never even came up to a R1000.00 to add up to R3949.83 i was pushed from pillar to post and on the 25/07/2018 Khethi from FNB eastgate sent an email to Wealthcard regarding this still there was no response.

On the 30/07/2018 we called again the premium division card to query a lady advised that the money was still pending after all the stress they put me through insisting that the money was paid to my account only to find out it was still pending, she sent a Form to Khethi stating i must complete it and return back after and the refund will be paid bavk within 3-5 working days. i waited and after 5 working days there was no moneyu and i decided to go back to FNB eastgate yesterday on the 07/08/2018 we called the premium division and i was later advised that i must wait for another 30 days of which i am sick and tired of waiting and for being taken from pillar to post.

They should have listened to me when i told them to check but they kept saying the money was reversed. i am sitting with a debt i need to pay and i never used the money whole amount i do not have a problem with paying what i have used but i cant be billed for a pending money and i must wait for another month.

i believe that customer must be treated fairly as it is a central to the firm's culture(TCF) also as a customer i must receive clear information and kept appropriately informed and i was not.

I need this issue to be sorted as soon as possible as i am not willing to wait , i believe the calls are recorded as well so you can get all the calls recording that were made and you will hear how the staff was rude and didn't want to hear the side of my story even to check the transaction history.

Please assist with this poor service i have received