Paying for a service you never got??

I have been with Capitec bank for the last 4 years now. And i absolutely HATE phoning in to the call center. Today was the last time. 2 Weeks ago I called in to ask them to reverse a EFT payment I have done because I got double billed, they then explained that to do the EFT reversal it will cost me R150.00 I then said that is fine, They told me someone will phone me in 10 to 14 working days. Its been a whole Month and no one has phones me. I then realized that they deducted R150.00 from my account but did not do the reversal yet, I HAD TO PHONE THEM AFTER A MONTH and then they told me that my request for the EFT reversal has been denied when i asked why did they take R150.00 from my account then? her answer is that it is the FEE just to put in the request for the reversal, How ridicules is this? Paying for a service you never got!!! Please train you staff properly to communicate to your clients!