Very bad service!!!

I wanted to reverse an EFT payment i had made 2 hours ago. I was sent from pillar to post. A complaint was lodged on my behalf apparently and last time i called (yesterday), Tshepang told me it was almost turn around time , so as soon as she gets a respond she would get in touch. She didn't call the rest of yesterday, and today. Now when i call i am told i cannot be assisted because she has knocked off, unless i start the whole process again and wait for the new turn around time. I mean really now? What happens when Tshepang is off sick i asked? And the answer- wait for it ; " she won't get sick"