Unwillingness to assist

I called your call center wanting to verify if I was not charged twice for the same thing by Romans Pizza, as my debit card was swiped twice and they claimed the firs swipe did not go through. I had to authenticate myself 3x on your system. I kept on punching the numbers but for some or other reason it did not authenticate. Muzi, the consultant that was assisting I told him and he said he cannot assist me of I can't authentic myself on that system. I told him countless times that something might be wrong as I keep on punching my card number & pin and even with my I'D but it still fails. But he was just not willing to assist me. Now while I do understand that this is procedure surely if there's a problem with the system there should be other ways you can authenticate without sending me back to the very same system that I keep telling you may be something is not wrong. On my last attempt authenticate was successful but seminal did not register on Muzi's system as when I got back to him I was still not assisted. So can someone who is willing to assist me please contact me.