Pathetic Call Centre

I made a payment on my online banking in January marking it as an immediate payment. When entering the one time pin it stated that I did not approve the one immediate payment and I went back to tick that it is approved. I once again received a new pin which I entered. Two days later I see the transaction has gone of twice. I phone the call centre and kept being put through from department to department. Finally I reach digital and the lady states no you made one immediate release and one normal payment, my replay is I did not. The line drops. I phone back. this is now my 4th authentication and the gentleman states no he as to check with another department. I ask him to please phone me back if the phone drops as the lines are very bad due to the power issues. He places me on hold and the line drops a couple of minutes later. No follow up call received. So I as the customer have to phone back and speak to a 5th person. Absolutely no control in call centres. No return calls or sense of customer service. I still don't know if the transaction on my account can be reversed or will automatically reverse. I never made 2 payments only one. PS I was never given a reference number.