No one seem to be able to help with a logged Ref Number

I called last week and spoke to Kgaugelo from the call centre who gave me reference number ********** 3 , this was very urgently as i need to recall a payment which was mistakenly done on my side. I called yesterday spoke to a lady who informed me that she will get Kgaugelo to call me back as he is the one that can help with that ref number, DIDNT get a call from Kgaugelo. I called again and spoke to Grace whom i told that i need to speak to one of the team leader. I spoke to a WILLINTON the "Team leader" and he couldnt help me either and said he will get Kgaugelo to call me when he starts his shift. Hopefully he will call but the issue is that no one at Capitec call center wants to take the initiative to tell me what is happening with my call that I logged. Is Kgaugelo the only Team leader who can help me ??? I am extremely disappointed.