Unfair charge on my credit card

Upon entering the Slow Lounge on 6 August 2017 at King Shaka airport, I requested an FNB document with entry requirements as I was using the Lounge for the first time as Premier banker. I noted that one needs to be at a particular eBucks level & also hold Premier credit & debit card. As I was in level 3 of my eBucks points & hold both accounts I passed as qualifying & therefore my card was processed accordingly. But FNB charged an amount of of R250 in my credit card account. During the conversation with the consultant I was told that I was supposed to be using the banking app as well, but such information is not mentioned under the Slow Lounge entry rules, and therefore I was not aware of it. This matter remains unresolved, although I scanned and attached to the consultant applicable pages from the Slow lounge document that was handed to me.