FNB refuses a R160 refund

I recently upgraded my FNB account. I was told by two customer services agents that I would not be charged for a new debit card. FNB charged me R160. When I spoke to staff in a branch, they said it must be reversed. I contacted FNB via the secure chat, explained the situation and the person told me they charge for new debit cards.

Worse, I already have a debit card for when I had the same type of account. I told them I do not need a new debit card. Now I have two, one that expires in 2028 and one that expires in 2031.

It is clear that either the branch staff or the staff dealing with secure chats do not know the policy on this. FNB is refusing the refund me the R160. They are *******.

I should mention that the service I got at Rondebsoch was very good and I would happily go back there, unlike the Kenilworth branch which I an actively avoiding.