slow lounge fee

I went to the slow lounge on christmas day with the platinum card.... it is free if you meet the criteria. I did meet the criteria. A month later i was billed 4 transactions for R250 each for an access fee. I have spent a small fortune in cell phone costs phoning the fnb call centre since yesterday. Each time i phone ypu hold for so long and the quality of staff is pathetic.They have told me it is a mistake and it will be reversed but they have no idea when. Every month something is happening with fnb double charging for transactions or money missing from accounts. What is happening with fnb? I really feel this is the last straw now