Trying to get incorrect debit corrected

I received a sms from ABSA on the 22/02/2015 at 10H55 informing me of a transaction for R 10144. I did not do this trasaction I phoned and was told to send a email to disputes which I did. I recieved a email from absa saying I could contact them and a no was given. I phoned at 08H50 and spoke to Sihle Mbatha who informed me I could not log a dispute for the transaction. I do not understand!! I have recieved an sms the money is out of my acc. I then asked to speak to a manager. I was put on hold. After a time Sihle Mbatha came back and said he had spoken to a manager and would now log the dispute. I said I still wanted to speak to the manager. I was put on hold. Sihle Mbatha came back again and informed me they where all in a meeting. He said a manager would call me the call back the call ended at 09H14. I believe I pay for a service (SMS) to protect myself againsed ***** I have the right to speak to a manager I believe that ABSA (Sihle Mbatha) **** to me. Is there a compitant person still working for ABSA? or should I move to another bank?