Do you even know what's going on??

I just called FNB online banking for some assistance with an unrecognizable debit. The lady that tried to help me put me on hold for ages and gave me conflicting responses. I cannot tell you her name as she does not speak clearly. She first claimed that there is no debit order for that amount. I told her that i have the SMS to prove it and i just want to know where the money is going. She then put me on hold again and came back with a different answer.She said that i have a simply save account and that is where the money is going. So i said how can i access this money and where do i find it on my banking. She said that it is there. I told her that it is not. She then says there is no simply save. Seriously? Which is it? Do you not know your stuff? I know that i have a savings account but i am querying something else! I then asked if someone else can help me, she said \oh God\" in an exasperated tone and sent me back to switch board. I will then have to verify my account again!! After spending so much airtime to get a simple answer, I have no resolution. So what do i do???"