Slow lounge charges and eBucks call drops

My wife and I went to the slow lounge on Wednesday 8am. Today i see i was charged 2xR250 for the visit. It was not peak hours. I had many visits left.

I tried the secure chat and they were pretty useless. Like they always are.

Then i phoned the ebucks number. 1st time the auto voice recognition sent me bunch of shortcuts in the app when i wanted actual human help.

The 2nd time the call dropped just as someone answered.

The 3rd time the call dropped just as i explained what the issue was.

The 4th time someone answered but it soundsd like they were talking to their children.

The 5th time the csr promised to phone me back, but yet again, right after i explained my query, the call dropped again.

THIS NEEDS TO BE FIXED! So PLEASE TELL ME WHY WAS I CHARGED.