Bad customer service!!

I am on the verge of closing my ABSA account. Their customer service is pathetic. I did an internet transfer over the weekend that was processed twice. I am now trying to reverse the one transaction without success. If I had made the error I can understand BUT.....ABSA banking app sent a message to say that the transaction was not successful and as such I processed the transaction again. Why was there no pending message???? I then phoned the bank on Sunday morning and was told to send them an email which I did.....the response was a generic email telling me that I will be penalized for paying a wrong benificiary. I DID NOT MAKE THE MISTAKE! This was an error from their side. Up to date I have received the same generic email from them three times with no resolution proposed. This is honestly a poor way to treat clients that have been banking with them since their United bank days. Very disappointed.