FNB SIM CARD - DEBIT ORDER TOP UP

I opened an FNB Current account and with that I got the FNB sim card, on which I have a Topup 50. I got a phone call from FNB at a later stage asking if I want to upgrade to the Topup 100, too which I agreed. I noticed that a second debit order is coming off my account, but I never got the data on my phone. I then app**** to stop the debit order and also reversing the amount. The first time I could reverse the money after I requested to stop the debit order. The second time the FNB system did not allow me to reverse the money, but they charged me a Stop Pay Charge same as the first time zI stopped the Debit Order. I then requested invoices for the two debit orders and saw that the Topup 50 is the cell number I have been using for years as I did a sim swop from Vodacom to FMB when I opened my account. The second debit order Topup 100 is a cell number that I have never used. I phoned FNB Connect and they confirmed that the sim card had no usage on it and was never used, that I did in July 2017. I asked them for a refund and got told the Admin Billing Department will sort that out and the waiting period is 21 days. By the end of August I phoned to find out how is the refund going when I got told that the Admin office will phone me within 24 hours. I waited till the 4th September and I phoned again. Now everytime that I phone the call takes about 15min that includes holding on for them to trace my enquiry to which I have reference numbers too. I then got told they have send info to Admin Billing Department and they will get back to me in about 4 hours as that is the maximum time limit. This call I placed at 11:21am.

The next day 05/09/2017 I phoned again informing them I am still waiting for Admin to phone me and 4 hours is long gone by now. I landed up speaking to the team leader Michelle to which I explained my whole story again and again holding on for about 15min. She told me she again send a request to Admin to contact me and taking my cell number the one I have been using all the time and told me she will phone me back at 11:00am to find out if Admin has contacted me. Well I waited till 1:48pm for Michelle or Admin to phone me. I then phoned and got told that Admin did phone me to which I responded that I find it strange that my cell phone is on my desk right next to me and there was no phone call or miss call on my phone and secondly will I phone them again and hold on for 15 to 20min which is costing me money and time if Admin did phone me. I ask to speak to Michelle again and got told to hold on and after a very long time the operator got back to me saying Michelle is busy and will get back to me. I again asked for a reference number which is now the 5th reference number from FNB Connect. Till now nobody from Admin has phoned me. They are quick to apply their Debit Order and still take it a month later after I requested the debit order to be stopped, but the service you get when there is a problem and went you want a refund is very poor.