Sad customer

Have sent email to Absa debit order requesting assistant with debit order reversal, ref number was provided (C-***5). Contacted them to do follow which they took long to answer the phone. The agent lady by the name of Kelebogile answered and she was not helpfull as she was very rude. She told me my security questions were escalated to branch to contact me after an hour but still waiting after 3 hours. It came to understanding that Absa agents are not on the the same page as another agent told me a different story from what kelebogile said to me. With this poor customer service they providing to their clients is sad because their slogan says different story about their service. Mr Arrie Rautenbach should make sure his staff is well trained so they can provide excellent service to Absa clients.