Terrible customer service understatement!!

on the 23rd November I made a few transections bearing in mind that i had a positive balance on my account. These transactions were reported and an SMS received that X monies had been paid to wards the transaction. to my surprise i received messages during the following week stating that my account has been overdrawn. so i engaged the secure chat in order to ascertain what was going on. I spoke to an agent by the name of Nokuthula. i asked her to explain to me why my account was in a negative and to advise which debit orders were not paid in order for me to rectify the situation. to which she advised that there were transections on the 28th, upon close inspection these were the same transactions which were made and paid on the 23rd. She also advised that the bank had honered these on my behalf and i asked her why would the bank honor something that was already honored and also who asked the bank to honor these she exited the conversation without providing me with any solutions to my issue.. I've been in the queue to chat to someone regarding this since last night and the first agent i receive displays a lack of knowledge. what is the point of having this tool if you wont use it accordingly . I NEED answers regarding my account.