Rewards - Not rewarding at all

We went to Cape Town in August, and before we went to the airport we made sure that we had lounge access, and was on reward level 2, which gave us 6 lounge entries, this is the info displayed at the time. Long story short, we were charged R500.00 for 45min in the lounge, as FNB referred back to June??? for a visit in August, Although they referred back to June, we were on rewards level two, and according to the slow lounge rules, it allows 6 free entries. They claim although I am a good client, with a good standing account and credit card and a extremely good banking record, I failed to log in to my banking app. So basically they are penalizing me with R500 for that, this is ridiculous, what if your phone is in for repairs or you just don't have a smart phone? All of that aside, after continuous queries, the fail to give any feedback out of their own, we have to follow up, and yet after an official complaint, they still don't get in touch, is this their kind of service? They have made no effort to compensate me at all, is that how they HELP you?