Charged for a pin-reset on Private banking account

on the 18/5/2015 i went to Standard Bank Bracken City branch to set a pin on a new card that was send to me, the lady could not set the pin on the card on the day and she logged a call with the card division to sort it out and i was issued a temporary card, on he 02/6/2015 i went back to enquire if my pin was set and they managed to set the pin on my card. To my surprise when i checked my account i found out that I've been charged R3.50 on the two occasions when the pin was reset. As a private banker I have free pin-reset so i was not supposed to be charged. on the 17/6/2015 I called Standard Bank to enquire why was i charged and to request a refund, and I'm still waiting for my refund. I was called by Bracken City branch and they explained that they didn't't initiate the charges but the system is the one that executed the charges. i just want to know if i will be refunded