Bad service

I have never experienced such bad service as unprofessionalism as I did with Capitec call center. I called in with my sister because she received an sms of a reversal of an amount that my dad deposited for her today. She first received the sms that deposit was made to her account then the second sms with reversal of the same amount. We immediately called the call center wanting to understand what was happening and spoke to a lady named Tiffany Bowers. She asked security questions which were answered correctly. According to Tiffany, the questions were not answered correctly and she referred us to someone in legal or whichever department she referred the call to. We waited for someone to pick for 15 minutes which we then decided to hang up and start he whole process again. Another lady answer and asked the same questions which were still correct. Now what makes my blood boil is that the second lady said the answers were correct but Tiffany had blocked the account for 24 hours and she can't do anything. What kind of nonsense is that? Why didn't that Tiffany person say she was blocking the account instead of making us hold the line like fools? Clearly Tiffany has no heart to deal with clients. Please take her to customer service training and handling queries training. We cannot be holding for over 10 minutes just to go through and when we get through we're kept holding for nothing.