FNB UNABLE OR UNWILLING TO SORT OUT ISSUE

I opened an account with First National Bank at Overport in Durban. Being over 55 years, I was assured I wouldn't pay bank charges of R250 monthly. It's called a retirees rebate. All was well for a few years. I now reside in Cape Town and my FNB branch is at Cape Gate. The retirees rebate increased to R275. Since about November 2025, I have had to repeatedly either go into the branch (twice), or query on the FNB app, or lodge a complaint, or contact customer service to have this amount of R275 returned to me after it was taken off my account monthly as bank charges. I was told once that the retirees rebate could take up to 6 weeks to reflect in my account. This never happened before neither was this communicated to me previously. The bank charges would go off my account on the 24th of the month and be refunded to me as the retirees rebate by the 27th of the same month. I spoke once to a Lebo from customer service on Monday 12th January 2026 at about noon. 2 staff members from FNB CAPE GATE, Stephen and Benito know me so well and have always helped me. I had no satisfaction from the manageress, Tanya, who insisted I join a long queue and wait to explain my query even though I had explained the situation to her. At the end of January 2026, the retirees rebate was effected as before. However this February 2026, the bank charges of R275 was again taken off, but not refunded to me before 28th February 2026. Today is Monday 2nd March and the amount of R275 is still not in my account. I did communicate to all parties involved, that should this issue continue, I would be taking to social media to air my grievance with FNB. And to further insult me, I was asked if I would like to use my ebucks of about R96 to pay towards my bank charges of R275. FNB just keeps repeating ad nauseum HOW CAN WE HELP YOU? then never do!!!