BAD CUSTOMER/CLIENT SERVICE

i work for Supatrade Build it, i had a customer who swiped her card for a purchase, the transaction did not happen successful due to a power failure occured, i then asked the customer to refer this into the bank where they confirmed with a bank statement that the funds are still under the Transactions not yet processed on her account, i then called ********** 043 to log this query the asked to speak to a client, client provide them with her details, the concluded with a client promising that the funds will be reversed within 24hrs they also provided with an Incident number ********** 4( unfortunately i couldnt get the name of the lady assisted me in first place but i am sure that can be traced with this incident number) the customer came to me for a follow up as 24hrs gone past, i made a phone call, explained the situation and that of the client stays far from the Branch it costing her a lot of money to come to branch i found that the first person didn't tell me the correct waiting period they said "this may take up to 7 Business days, the client acepted that, then today 20/12/2017 the customer got a sms that they tried to contact he and couldn't get hold of her, she then asked me to do a folow up befor she waste another money to travel here, i the phoned the same number i spoke to "Neo" if i catched it correct, she said there is no way she can assist me as i am not with the client, i tried to explain the situation but she didn't even want to give me enough time to explain, she insisted that there is no way she can assist me, her manner was not in the standard i was expecting from a person employed by capitec Bank, i the doped the call two minutes the clients phone me for a feedback. i then called capitec again hoping to get someone other than that Neo, i got hold of Teboho, who gave all his effort in trying to assist me and i did all he asked me to do he then confirms that the clients account has been corrected.