Poor service affected my credit score

I had a Virgin Active debit order wrongfully returned as unpaid on the 3rd of February 2020. I contacted FNB via live chat and was attended to by a consultant name Peggy Thekiso who was less than helpful. She was unfami**** with FNB process and I had to correct her in terms of the debit order process. I specifically asked Peggy to have the unpaid fee reversed and make arrangements to pay VIRGIN active as the reason for non-payment was an error on FNBs system. She indicated that it's not likely that a reversal would be made, and that she would give me feedback via email. The following day the charge was reversed, however Virgin Active had not been paid. I followed up on this via live chat and was attended to by Didintle Gaebae who indicated that Peggy was waiting for feedback from the funeral policy team as they had wrongfully debited my account on the 1st of February 2020, which caused the problem with the Virgin Active debit order. I say wrongful because when I took out the policy on the 28th of January 2020 and received message that if the chosed debit order date (being the 1st of each month) was within 4 days of taking the policy , the first debit would only be the following month (1 March 2020). Didintle said Peggy should get back to me the following day. On the 5th of February 2020, I had still not heard from Peggy and took to live chat again where I was attended to by Jules Koopman who said that there had still been no feedback and that he would log a follow up. It is now the 8th of February 2020 and VIRGIN Active has still not been paid. I have not been provided feedback. The whole experience has been atrocious. This has been a complete waste of my time. Considering that the error was on FNBs side, there should be more urgency from your consultants on this matter. But yet I have not received a single apology! It is poor service and will have a negative impact on my credit score. Please ensure that my record is unaffected. I will be following up on this.