****ed up bank

I am highly irritated at this point having to write to this bank after just speaking to rethabile in customer service to block my card as there is a ********** transaction on it for R499 today, I was promised an email to confirm the query has been escalated to be investigated, then I'm told the turn around time is indefinate, that's bull**** I want my money back and if I dont get it I will close all my accounts at your bank n go to another bank where your money is actually safe, rethabile is rude n lacks patients and has no courtesy this is a cold ****n rep. Please solve my query this week or I will go to the ombudsman. I dont want excuses I want a solution.