Incorrect Charges after I was Misled

So on the 28th of July I decide to call capitec bank to reverse an EFT payment i had made on the 22nd of July which I mistakenly paid R 4611.12 instead of R 460, they explained to me that the process will take 7 to 14 calendar days and it will cost me R 120 and I agreed to it, on the 10th of August I called and spoke to two people and I wannet to cancel the initial request as I noticed that there was no feedback to say the request is still in progress or what, spoke to two ladies on the 10th and both confirmed that if I cancel the request before the R 120 is charged it is not going to be charged irrespective of the query being with the external bank, I then said they can cancel and not charge me the R 120, .to my surprise on the 16th of August capitec charged me R 120, I then called and spoke to Nabelungu Gamede who was amazingly rude and was very happy to hear me say I want to speak to a supervisor and her response was "With Pleasure"., the supervisor that I spoke to is Nelson Zweni, guy promised me that he will retrieve from their call records and listen to the call and call me the following day, till today I am waiting for him. I then called again and spoke to Nukuthula Jaza who promised me that she will send it to her supervisor and she will email me and I gave her my email address..People in your call center do not have a sense of accountability, they keep blaming each other and no one tries to fix the problem. I will close my global one account and move back to nedbank, your people needs training and they need to be professional and be accountable. Nobelungu Gamede stop blaming your colleagues, their mistakes are your mistakes because you work for one company