Discovery Bank does not help their clients and took R1k from me

I have made two complaints to discovery on two separate occasions and have been professionally blown off, for lack of a better word.

My most recent complaint involved being billed R1000 for an incorrect password being put in while moving my hidden accounts around. I understand that while signing up for some kind of security service I agreed to a fine if I take advantage and misuse the security service. (In my opinion all security should be all inclusive and prioritised and for banks to evolve with security updates) My issue, however, is that R1000 was deducted from my account without any sort of communication or alert that I had accidentally "misused" the service. I understand that the mistake was made on my end but I feel that I should have been warned and the fine collected at a later date so that provision for it could be arranged and not left me with no options. The issue I now face is that my debit order are going to bounce.

I contacted the helpline and was met with nothing less than a "brick wall of a woman", very determined to state the fact that there are no appeals options or way for the fine to be reversed until the situation could be further discussed. I may as well have googled what went wrong and read an unhelpful article. If this is the "HELPLINE" that their customers can expect then discovery can save some money by not employing a person for such useless and unhelpful information. I was then transferred to the complaints line where someone listened to me a bit more intently but once I eventually relayed the whole issue and all the details and was told that is will take 21 days for them to CONSIDER helping me. I expressed that I need more urgent help and can I please speak to someone who I can escalate the issue to. I was placed on hold a couple times and then the call went silent, as though I had been muted. The voice came back after approximately 6 more mins and I was told that there seemed to be an issue with the line on their end. After relaying my request to speak to someone who could escalate the issue the line went silent again and I continued to hold to give them time to sort out the issue with the line but after being on that call a total of 40 mins, half of that being me just waiting for them to sort out their phones, I hung up.

Needless to say that I did not receive a call back or an email to follow up that they would try and escalate the issue. In my opinion as soon as they are backed into a corner where they have to take action they call the "system error" bluff and now again stuck and feeling like I would have been better off not wasting my airtime.