Reversal of FNB Access Fee

The service and quality of the SLOW Lounge in Lanseria is great however querying a reversal for Access to the SLOW Lounge is a painstaking event. My husband and I had entered the SLOW Lounge at Lanseria for the first time on 24 Nov @ 17:26 and I was assured by the consultant that peak hours (for FNB Access) ended at 17:00 therefore the Access costs for me and my guest would be reversed if my account was in good standing. We had also received the same info on our previous visit to the airport on 18 Oct. Checking my account today I realized that one of the reversals were not completed. I had spoken with a consultant at FNB who confirmed that peak hours was until 17:30 and even though my account was in good standing the amount could only be reversed if SLOW Lounge admit to the mistake of providing false info and they reverse it from their side. I had called 5 different numbers for SLOW and was eventually told to call my bank again!!! This is terrible service. Surely if we were given the correct info, my husband and I would have waited 4 mins to access the Lounge! Is there even a department that exists to sort these queries out?? Can someone sort this out ASAP as I want the reversal done immediately!