Misleading to obfuscate paying back incorrect charges

I was charged R250 on 7 December 2017 for visiting the slow lounge. I noticed this charge during January and decided to contest it as I am aware that I am entitled to certain amount of visits to the slow lounge free of charge.

I called the premier customer helpline on 26 Jan 2018 (around12:15pm) and was put thru to a Umaya. When I presented the facts she instantly mentioned that I was charged the amount because Lanseria was not a qualifying airport as it was not an International Airport. Thought that this was a strange answer and while she was on the line checked the FNB website and low and behold ... the lounge at Lanseria was on the list of qualifying lounges. Then she wanted to investigate further for another possible reason. After about 10 minutes waiting on the line for her she came back and mentioned that I was actually charged the amount as my ebucks account was on Award Level 0 at that time. Fact check - this was never communicated to me (i.e., that I was on level 0 and no longer qualified for lounge visits) but this is irrelevant anyway as I have checked my statements and was never below level 1. This Umaya doesn't fill me with confidence and I wonder how many other FNB clients who are not as persistent and thorough as myself are being mislead by the customer support staff to obfuscate paying back incorrect charges. Bunch of ******* really.