Incompetence and lack of professionalism

I made an online transaction on the 20th of December 2017 and in the process it was declined.I was however debited a sum but on contact with the merchant,I was sent a proof that the money was refunded.I went to Zambezi Fnb branch in Montana to rectify the situation and made calls ceaselessly to the numbers that handles such cases,to my amazement I was surrounded by a bunch of *********** folks who neither knew their job description nor customer care ethics.The call centres are totally ineffective and instead of the agents to tell you they don't know what to do,they waste your airtime and frustrate you.I have since lost an airline ticket I reserved to pay for when my account is credited by whichever department is responsible for that and till this minute today I have not gotten a headway with that refund.It's a zero % policy in customer care / satisfaction. At least get people who are competent and have the right things to say even if you can't resolve matters immediately than to transfer customers around without help. Can someone find the money in the FNB systems and refund me please