Discovery bank are ******* and Lauren Smith is the most useless and *********** person

On the 17th of September 2019, I paid for car hire reservation with Avis using my Discovery Bankcard. I then returned the car hire on the 16th of October 2019. 3 days later which was on the 19th of October I realised that my money was not refunded. I immediately contacted Discovery and spoke to Mandilive Kauleza who couldn't trace the transaction, I then requested to send him an email with a text from discovery confirming the debit, and later he confirmed that the transaction never went through, however, the money was not paid back into my account. Mandilive promised to come back to me by Monday of which 21/10/19 of which he didn't, I then sent Avis and email demanding my money and then i contacted Mandilive on the 22nd and spoke to his colleague and she asked him to call me. He then called and still didn't have an explanation as to where my money went and he asked Lauren Smith a Discovery bank manager to attend to my grievance who said Mandilive worked on it and then again she will work on it and come back to me before close of business. i then sent an email to Mandilive and someone called me pretending to have been instructed by Lauren Smith to call me, I then asked for feedback and none was given. I contacted Lauren Smith in the morning and she instructed a consultant to send me an excel spreadsheet bank statement without explaining to me how it works. I find this behaviour alarming and had i known that Discovery is a bunch of ****** who will go at extreme length to frustrate you after *****ing my money i wouldn't have banked with them. This has shown that Discovery gives no S**** about their clients and Lauren Smith was surely elevated to a senior position without the credentials and competency required in any service industry. what a shame that such a big company creates a spreadsheet to justify thievery, i will report this to the banking ombudsman.