Unsatisfied customer

I transferred money lastnight. But this morning I saw that it still was not processed. I then had to cancel the transaction for certain reasons. So I looked up and it said that while a payment is still in process it can be cancelled. I then contacted mama money and spoke to a consultant to have it cancelled. She told me she will request for it. I received a SMS a hour later to say a ticket has been logged. A few hours later I phoned again to findout how long it will take. The consultant advised me that it will take 24hours. I then messaged them via whatsapp at 4:30pm about how I will get the money back into my account, just for the consultant to tell me that the cancelation cant be done and the ticket that was logged is for them to push the transaction through and not cancelation like I asked them. I am upset, because I requested a cancelation and they did something else. And all i get told is sorry for the inconvenience. The reason for the cancelation is that the recipient will no longer be able to get to the bank as it is far from where they currently live. I am upset and appalled at the service.