Disappointing customer service

Went to Capitec bank in Newcastle Mall (KZN) today for assistance with returning my funds as i believe they were mistakenly deducted because there was no 3rd party and because this happened in December 2018 but was resolved with no problem. The consultant made a call and was told to inform me that I should tell the depositer to go back to the branch where the deposit was made and present a deposit slip. How is that possible coz I did confirm to the depositer that the money was in so there was no need to keep the slip and really they threw away the slip. Showed the consultant all the messages but she stood by the instruction she received from the call. Requested to speak to the manager who told me that I heard what the consultant said so there is nothing he can do. Requested his details and his name is Jan but refused to give me his surname with a disappointing attitude at least not expected from the branch manager. My case is still not resolved. Left the branch coz there was not an inch of an effort that the manager was willing to give.