Bad service

I had the worst experience ever. Money went from my account with a reference number. And at the same time a different amount was sent back immediately, but with a difference of R1000. 00. I called call center and as per procedure they had to authenticate. I answered all the questions as I use my account frequently. The consultant said I answered incorrectly, gosh I'm using this account everyday and now that I need help I answered incorrectly and she cannot tell me which question. REALLY? So they can clean my account while no one can assist me... Unacceptable.. I needed help and received nul. And here I'm sitting at 7:44 not having a clue of what's happening. Is this how you treat your clients?