Incompetency of ABSA staff

After trying to make an EFT payment for the R5000 to a Nedbank beneficiary from my laptop as well as the PC at ABSA, Brackenfell on Friday and Saturday last week, I got "error message" on my online banking profile. I went to the Enquiry desk where I was assisted by a consultant which called their Support Help Desk to enquire about the errors. She was then told , after I have asked her numerous times if the info is correct, that the money did not go off my account. I was then told to make an ATM payment outside to the same Nedbank beneficiary which I did. I returned with the proof of payment to the consultant which still assured me the first R5000.00 as well as R60.00 service fee for immediate payment to the beneficiary, will not go off my account. Needless to say not even half an hour later I returned to the branch since R 10 000.00 went off my account instead of R5 000.00 I logged a complaint with Lauricha Muller and today I was informed that I might get my money back but only if the 3rd party agrees to it and that I will be charged R160.00 including VAT for ABSA`s mistake! My question know: why should I get penalised for incompetency of ABSA employees? And why should I wait 3 weeks for my money should the 3rd party agrees to paying me back?