Please train your call-centre consultants!!

Tried to book a flight and paid via EFT but when I called the call centre one of the consultants told me they cannot find my payment. I even sent her the proof of payment. but she still insisted I must book for another flight and pay again as it will take 4-6 weeks to refund my money. She even said its not possible to book for another flight with the same funds once they reflect on their side. But to my suprise when I called the following day, the funds were reflecting and a different consultant named Shenae helped me with the whole process and she was able to confirm my flight.

The first consultant gave me such wrong information and i was so stressed. Please give your consultants proper training so they don't misinform us!