Replacement card fee

I ordered a new card because mine was expired , the chip on that card was not working , I then had to get another card and was told that I should call fnb once the funds for the replacement card were deducted so that they can reverse and give me my money back. Since January I have been waiting for the amount of the card replacement. I call the agents send the info through but nothing from whoever is meant to reverse it back. Highly annoyed as now I am calling and the phone just gets silent when it's finally transferred to an agent