Call centre agents seem to be ***********

I bought something online on the 28th of August and the amount went into funds reserved but when the transaction cleared on the 1st of September, the amount , the amount sitting in reserved was still there and another amount was taken off my account which I suspect was a glitch on Absa's system. So I waited for a few days but the error was not fixed and had to call their call centre and this was a nightmare. I spent approximately 120 minutes on these calls and despite me complaining about my airtime, no one cared to offer to call me back to resolve this. About 2 agents told me that I needed to get a letter from the merchant involved , which i thought was absurd but I respected it as each company has its set of rules to go by. I strongly believed that this was a system error from Absa and not the merchant as the transaction clearly showed that it cleared and there was no reason for Absa to keep the funds under awaiting authorization. 1 of the consultants that I spoke to was in my opinion very rude and could not even answer the simplest of question. I asked for an explanation as to why that happened and he could not even answer. Do these call centre people even get the necessary training that they need. I spoke to about 7 different people . The other one could even see the transactions that I was talking about. How could that be , as I could clearly see them on my statement. At that point I realised that I am speaking to an extremely *********** person, even though he was humble and professional, he couldn't do the job, which I could understand because he could have been new. Anyhoo, he made me hold for about 20 minutes and this call was about 30 minutes in total, he he eventually found the transaction and advised me that I need a letter from the 3rd party and I advised him that I have it, and I asked him where I should email it , and he all of a sudden made a 360 degree turn, he was now saying he is scared to mess up, how is that my problem? I mean are you not trained to do your job? He wouldn't give me an email address to send the letter to and he made me hold again and eventually the call disconnected. I don't understand what happened there. Anyway I finally called and spoke to Rhulani who seemed to be very competent , she picked up what I was talking about without too much effort in terms of explaining. She followed and if I had spoken to her the first time, I would have give Absa a 5 star rating. But because the majority of the people I spoke to ddnt seem to know their system well. Now my question is , why is there such a huge gap in knowledge and competency in terms of using your systems, among your agency. I feel much can be done to empower employees and help them serve the clients better. I have been with Absa for about 10 years now and I would defend them with my everything, but this experience leaves a lot to be desired