not so clear communication for services

I did an online on the 30 July purchase immediately when I saw that they were charging me more than they said, I contacted FNB to cancel the transaction same time while i was still on their page, the guy by the name of Sfiso from private bank helped me so I thought to reverse and he told to wait for 10 days I will get my R2.243.06, waited for more than 10 days today when I enquire the told me that I was supposed to have given them Communication with Merchant/Service provider. why didn't tell me to give to them that info same time, he told me wait for 10 where m i going to get that info, i called to talk to him today but Boitumeleo put me on hold for some time then she came back promise me to call me back, i m still waiting, what it use to have a private client card if you cant get help what is so private about, why must a pay such huge interest for such service now am about to lose R2.243.06