Poor customer service

I went to withdraw money on my Tyme bank account transaction processed and it declined the controller advised me that it will reverse waited for an hour it didn’t I spoke to a manager “apparently” she is called Ndumi by her colleagues she had no regard she dismissed me to call the customer care line I asked with my own airtime or theirs? She just left me and came back with an appalling attitude she is rude and has no regard for customer service such a pathetic manager. She is based in kwt