Poor service and communication

On 1 November 2022, I used my savings card to top up my myciti card at table bay station, which was unsuccessful. During that same week I noticed that CoCT took the money from this account, but my Myciti card was not topped up. Now when I disputed this, I was told that it would take 5 to 7 days. I proceeded to do a follow up again on Monday 14 November where a Mongezi indicated that it takes 5 days. Today a Gwendaline told me 20 days and then transferred me without my consent, to card division, which still is trying to answer me. This is very frustrating as I feel that I am being taken for a ride as the time frames keep on changing. How is a backlog, that didn't exist on monday, my problem? Why is it so hard to get answers from the bank, when Money is unaccounted for? If I could, I would give you -1 stars for the bad service that I have received