Call center staff have no clue!

I've received an incoming international payment and Nedbank want me to give a reason on the app for the payment. The reason is the funds left SA and are being returned to SA. There is no such option or even anything close to such an option in the list of options and I am unable to give my reason, I have to select from the list. I have called the call center for assistance, but they are unable to help. What now?