Poor Knowledge of product and inability to resolv

IN October 2015 I called in to the FNB credit card division to do a balance transfer on my credit card held with my previous bank. Upon calling the general number credit card contact number I was transferred more than 5 times between other divisions as no one knew what I was talking about. Eventually I got through to the balance transfer division where I was assisted by some lady. The lady then did this balance transfer which resulted to my credit card balance being split into 2 pools of available funds (budget and straight). This appeared to be a transfer from straight to budget. The next day a repayment was deducted from my cheque account before I had even utilised the amount. Then a week later the amount in the budget pool appeared to be utilised even though I had not used my credit card that week. I called in to the bank requesting someone explain these transactions. A lady by the name of Cynthia informed me that they could not assist only balance transfer can assist. No one knew how you get me to balance transfer or why and how these funds were utilised. I'm incurring interest on this amount since October and no one knows how to trace or explain this payment. Unacceptable!