FNB so much for service on passport renewals

I recently tried to renew my passport through the FNB merchant bank site. I filled in the forms and paid over the R400.00 for the service. I even called into the bak to double check that i can make an appointment. I spoke to an official apparently stationed at the bank who deals with these applications. After he cleared up that i had to pay first then book. I did that only to find. They do not have openings available. How ridiculous is that. Why offer the service if the appointment can not be made. There is simply no way of making contact through any of the channels they mention. Email or calls. I have tried calling and get put through the most frustrating circle of call center hogwash ever invented for this purpose. I really feel cheated by this. I recently saw on the net another individual also with a similar issue to the one i am experiencing. FNB could lose customers over shoddy service like this. Not to mention. How do i get the R400.00 back that i have now spent. On a service i did not get.