Bad Customer Service

<p>I called the Capitec help desk on their ********** 043 numberon the 01/06/2017 @ 09:05am & a lady by the name of Neo assisted me as I had a quiery on my credit card charges.She told me what all the charges were for so I asked why is it that Capitec send me an sms every month saying they did not get a particular payment like they did, when i giot an sms notification stating that they received partly payment on my account but there is R25.00 that i still need to pay, i then transfered the R25 on the 27/05/2017. Neo could not asnwer what the R25.00 was for so i asked her to tell me all the charges that went through my account. Here's the thing, They took R658.85 on the 25th May 2017 as a credit card payment that incresased my available balance to R676.73, then today i realised my new available balance is R346.63. Neo said there was R32.99,R1.66,R11.52,R50.00,R158.67 &R99.96 that were taken off my account. When i subract all these monies from the R676.73 the balance totals to R321.93 & yet my actual balanace is R346.63, My queation was wgat happened to the R24.70 because this amount is the difference between R346.63 & 321.93 & yet i was asked to pay R25.00. Why am i getting charged twice this R25.00?The 2nd complaint is that i held on 14min 25sec waiting to Neo to explain the issue of the R25.00, if the 12min i held on,5 min was when she put me on hold so i ended up hanging up as this wasa waste of my airtime. I called back again & requested to speak to manager or supervisor by the name of Sumaya. she was worse than the staff member Neo as she didnt even know what she was talking about, she kept on telling about how much payment will be taken next month & i kept on saying to her thats not what i am complaining about.She sis not even ask me what happened with the call i made to Neo, she just wanted to try & cover the fact that i was complaining about her staff & she could not help as i kept telling her that she is repeating all the info Neo told me, i just wanted to find out what is the R25.00 for. I told her she must leave it i will go to the brance, I am still not sorted by the way. i am very appauled at the service the Help desk gives as even superiors who are meant to be know product knowledge also not clued up. Could i please have feedback on this issue. & i also ask that whe customers phone the held line, we use our own airtime & we cannot afford to be put on hold for something that the consultants are meant to know already. Even Sumaya put me on hold as well. I understood why her staff are not s****ed because she is not s****ed herself. My name is Sarah, My number is ********** 923</p>