Magtape Unpaid Item fee

FNB ran a debit order from fnb and then charged me R105 when the debit order bounce. As per their regulations that money is supposed to be repaid if it has happened less than 9 times in a financial period. I have tried using their secure chat feature multiple time to get my money back to no avail. The service assistants just magically "disconnects" when I bring it up. FNB really turned into a horrible bank this last couple of years