Bank charges for something that was because of a fault on their system

I set up a debit order to my FNB account in October and after establishing it was a problem on their side (all debit orders from other companies go off no problem on my account) that I got charged a R90 penalty (they said my account number does not exist, but it does), to this day it still has not been reversed. Incident was already logged on 7 November.

The history of my problem:

14 October - Asanda creates the APO via the online chat

7 November - Sizwe acknowledges the problem and that the fnb account nr was indeed captured correctly and that the problem is on Nedbank's side. I ask him to revert back to my email with updates - up to this day no email.

11 November - Carl - and I quote his words on the online chat: "I have spoken with the agent that assisted you with it, he will be in contact with you shortly to give you feedback. I do apologise for any inconvenience caused." Also: "I will double check with him later to make sure he has gotten back to you with feedback." Needless to say - no feedback given.

16 November - Samantha and I quote her words on the online chat "The case is still under investigation, the technical error is being resolved. You should have feedback within +-3 working days." Also: "There is a generic system fault, further investigations are being done, once this issue is resolved we will SMS you to advise." Once again no sms or other communication.

22 November - Dalisu which referred me to a team leader - Mthobisi Mthembu. Even with his help the charges has still not been reversed.