Very poor service absa personal loans

My account was debited after I settled my personal loan and I couldn't reverse the payment inside the bank or on the app had to phone personal loans dept and wait for assistance more than 18 minutes for something that was not my fault and was only told by the person on the other side that it was my responsibility to call absa personal loans dept and to confirm they received the settlement which I was never aware of. For a big bank very poor service and I have to wait 5 working days for my payment to be reversed.