Absa bank unable to assist clients in reversing eft

I contacted ABSA recently after making an EFT payment. Service was not delivered so I called the bank the next day hoping that the EFT payment of R600 (paid using my credit card) could be reversed. The consultant could not assist on the phone and advised me to send an email to ABSA. I did that and was advised that ABSA would charge R160 regardless of whether the reversal was successful or not. That was fine (Banks charge you for everything). I received the outcome that the reversal was unsuccessful and was advised to contact an attorney or the consultant at Capitec. The contact details for the consultant was given to me in the email. I was very disappointed and sent an email to ABSA conveying my disappointment about their inability/inefficient service. This morning I received the most bizarre reply- due to the POPIA act, they cannot divulge any information. Thus response does not make any sense. I have been a client with ABSA for 20 years. Their poor customer care and inability to assist their clients is shocking.