Shocking service

My employee had a R558 debit order taken off her account and she knows nothing about this and signed no debit orders. A visit to a branch resulted in no help other than a phone number to call. We have just sat on the phone for close to an hour, spoken to at least 3 different people (might have been more, its hard to tell), entered her ID number at least six times and in the end, were told that "there is a problem with the computer system" and they cannot do anything and to phone again on Monday ! I asked if there was any quicker way to make contact and was told that the only option was to phone the same number again - and start from scratch. We have to bear the cost of the call and two people had to be non-productive for an hour. This is horrific service.