Bad service as usual

It is with regret that once again I have to resort to resolving my issues with ABSA on this platform. I called yesterday at 13:46 and got through to Grace from AVAF collections and advised that I paid R5000 in error with was supposed to go to my home loan account. She advised to call back today once the amount reflects. Which is what I did. I called and spoke to a Nikesh who claimed he couldn't assist and put me through to accounts where I spoke to a Refilwe who had a bit of an attitude and didn't really understand what I was saying as she told me that the amout reflecting was paid towards the arrears and that it can't be refunded. She then put me through to collections where I spoke to Charlotte who also tells me that she cannot assist and put me through to Nompumelelo at Client services. So you see there is a pattern here which is that your staff have no clue on your process which is alarming. I got cut off due to my airtime running out because your staff don't want to take ownership and would rather pass the buck. I need that money back otherwise I will lay a complaint with the Ombudsman. I've already alerted your home loan department and they referred me to you. There is a case with the Ombudsman for the homeloan which I can just email then activate again because I will not default payment on the first due to your *********** staff. This will go on record. So I need someone senior to contact me because the agents are honestly useless to me right now. This needs to be sorted out today. Those funds better not be allocated and closed on the AVAF side