Slow lounge fees

It's funny how all these advertising benefits banks offer you and once you use them you have to go thru this trouble.<br> <br> Short story. I got charge for the slow lounge and asked for an investigation on 02/05/15. When following up i was told you have to wait 2-5 business days. Now, its been pass the max waiting period and yet no feedback. I followed up again and still no response. <br> <br> In Fnb's defense this could very well be as a result from the switch from private wealth to private client which so far has been such a nightmare that i'm now downgrading to platinum. Which is also taking forever. Next step would probably be to switch to another bank which i'm highly considering!<br> <br> Now again I want to use this benefit on 12/05/15 and i'm debating if i should. I've asked my banker and her assistant twice if i can and again quiet as a mouse.<br> <br> Bottom-line, <br> 1) I want the slow lounge fee reversed asap <br> 2) I want to know if i will have to go thru this process again with my next slow lounge visit 12/05/15!<br> <br> Patiently awaiting a response.