Nedbank client for more than 30 years, denied access to Bidvest Lounge with Platinum Card

Nedbank promises Platinum Credit Card holders free access to airport lounges. No mention of T & C's. After been a client for more than 30 years I decided to check on lounge access and called Nedbank 1 week before my flight to confirm access to Bidvest lounge. The customer agent confirmed I had 12 visits, on arrival at Bidvest lounge I was denied access and charged R3180. When I queried the amount I was told it is a mistake and I would be refunded. Needless to say Bidvest have not refunded the money and the extremely condescending, unhelpful customer care agent at Nedbank notes I must solve the issue with Bidvest or I can wait 15 days and fill out forms. The issue of refund from Nedbank Platinum Card for lounge access has been ongoing for more than 10 days, with lots of excuses.