FNB Still letting me down after numerous instances. I Get no Happiness from this bank.

I previously posted my grievance on hello peter on the 26th of October 2019 regarding the ********** transactions that have been taken from my account. The solution after I had contacted hello peter was for my card to be cancelled and a new one issued at no cost to me as the error was not my fault. The error was corrected with my money reversed. On the 30th of October 2019 I received an email from FNB stating the following " Dear Mr Molisana T Mo***eng,

The disputed transactions will be reversed back into your account within 24 hours after the ***** case been opened. Please confirm which branch should the replacement card be sent or alternatively provide a physical address (work/home) where the replacement card can be delivered to.

The card replacement fee will be reversed back into your account should you be charged a fee during the replacement process."

We are currently on the 28th of November 2019. I was charged for the replacement card and still no refund was done. This put my account in a negative which will incur its own charges. I don't see why i need to rant and rave about FNB all the time. Why can't they just do what was promised?