Poor service

I booked online and only when i tried to make a change on the booking they tell me it was not successful although it deducted from my bank account, my bank needed proof of the confirmation they are making that it did not go through they dropped my calls 4times at their call centre funny enough I made two bookings on that day and the 1st one went through there was one agent who was very rude by the name of Yonela and even dropped my call after holding for 11minutes.