No action from FNB Private Wealth Devision

After using a Slow lounge at the OR Tambo International airport in December 2022, I was double charged for the admission to the Lounge. 1 entry has been refunded through the ebucks program as normal, but the double charge has not been reversed. After numerous requests to my private banker and even to the Private banking service suite, I am getting no resolution or answer to my query. Currently neither my banker, nor the service suite are even responding to my queries. This is a fairly simple request, but it seems that it just does not merit the time and effort from FNB to resolve and answer my request.