Visa cheats people of money

I opened a global account with Fnb as I was travelling abroad in December. One of the benefits with the card is free lounge key access for you and 1 other person at the airport. I was in Zambia and used my global to gain access to the lounge.A few days later 32 dollars was debited from my account. There was no food at the lounge and my son and I only had a few cool drinks.32 dollars is almost R610 for cool drinks. I could have eaten at a restaurant. Visa does not want to refund me, as they are falsely lying and say I took 2 companions inside. They have not even provided any proof.