Bad service ,no direct line for other departments how pathetic

I made a cash send on Wednesday,it was not redeemable I went to the bank same Wednesday the only thing they can do is gv me reference as they don't ha e cash send department number they can call I can only send an email,I called Thursday they stil saying escalated mind u Friday is a holiday and long weekend, I call today I'm stil told it has been escalated from Wednesday till today escalated and they tell me again ESCALATED ,HOW HARD IS IT TO CALL USAVE TO REFUND THE MONEY AS IT WAS NOT TAKEN ,CAPITEC LA BORA IM DEFINITELY TAKING MY FAMILY AWAY FROM SUCH MEDIOCRE.