Paid bank charges for a transaction that wasn't successful

Your customer service is the worst. How do you resolve the query yet it wasn't fully resolved. I made an instant eft payment, it didn't successfully work, you couldn't give me a reason. Your payment department did a journal to refund me yet I was still charged for a service that I did not get. Why should I pay for it?? Besides this, there are days when I want to access my bank account and there will be no available accounts for me to transact from or you're offline. I rather go and bank with someone else because this is painful.