Incompetence & lack of Accountability

I requested a credit card with certain needs. I qualified as a Premier customer. I was told that with this card I would have access to business lounges at the airport as well as receive ebucks. Perfect...or so I thought. Firstly it took almost 4 weeks for the card to arrive, which should have been a warning sign of what was to happen. I was charged to access the lounge as well as charged a monthly fee to connect ebucks to the card. When i finally received an answer it was to tell me that i had to have a cheque account as well!!! I then cancelled my card after loosing approximately R800. In January i received a refund in dollars to this closed account. Numerous phone calls, promises of escallation and a number of reference numbers, I STILL have not received this refund!! Seriously? How does one get to speak to a human who can take ownership of a problem? Accountability is zero when your query is dealt with by call centres! Seriously disgusted with FNB