Poor Customer service from contact center

An incorrect debit went of the wrong amount and at the wrong date, called in to seek clarity to no success, as we speak I requested to speak to someone senior who can shed some light on what transpired and I have been put on hold for over 30minutes by a consultant named Phindi, no update whatsoever with the expectation that I will drop the line and speak to someone else, the service is appauling very disturbing to think that paying customers are treated in this manner