Unhappy customer

I did a card replacement after my card had expired and when I went to the branch(pretoria pretorius street) I asked the consultant if I will be charged as I had other commitments with the funds in my account I confirmed at the door and with the consultant if I won't be charged because card expired, to my surprise the next day my account was debited with R110 I called in to complain and get a refund and I was told I would be refunded in 5 working days it been more still more refund this is the reference I was given "FNB :-) Your Call Reference number is Rt***" I am dissapointment in both the service from the branch and call centre