Dont use this company if you have urgency

Had a very bad experience with this company . I made a payment for money to be transferred to my from is strunted in another country , on their app they say will be released after 5 minutes . I made a mistake on the number and put a 178 instead of a 078 as a reference . I contacted them with the proof of payment so they can rectify , the lady was so arrogant. i asked to be escalated to another agent or superivisor and she said no she is the only person who can assist me , I have been sending whats app messages and no response and they refuse to refund my money that i send them