No answer from untrained staff.

Hate resorting to social media to complain about a bank that has in the past been relatively good. I paid up my credit card and closed it, but forgot to stop the scheduled payment. So, comes the 4th and as usual, money gets transferred. But now, the CC has been closed. I imminently get on the phone and was told it would be revered (2 hours of holding.) The next week, I go into the bank to only be told I have to sit there on the phone as this is how things are done. No more interaction with an actual person. I sit on the phone and get told it would be paid the following Monday. (The day I'm traveling out of SA for a holiday.) I get advised to use the chat option on the mobile app. Here's the problem. 11 days later, still no help or hope of seeing my money. Phoning doesn't help. Going into a Branch is pointless as you'll sit there and phone anyway. The app is useless as the people are not trained to assist with anything more than mundane things.

HOW CAN AN ACCIDENTAL TRANSFER OF MONEY NOT BE REVERSIBLE OR RESOLVABLE?