Dropped call

I called Nedbank on Friday requesting for a debit order to be reversed, I initially spoke to Senzo who transferred me to the dept that deal with debit orders. The lady I spoke to was very rude and told me she cannot reverse this charge as it is a POS transaction. I found this strange cause a similar charge from the same co. was reversed by Nedbank about 2 months ago, she decided that what I was saying was irrelevant and jumped in before I could finish the sentence, this annoyed me & I told her she cannot do that as I am still talking & she decides to cut me off, I gave her time to explain surely she can do the same especially because it is cst service actually! She then decided to hang up. I called back and asked for the call to be traced, Simone checked my account but could not find a trace of the call (no notes I assume) she said she will escalate to TM but til today I have not heard from them, ref ***2. I am shocked that I can call a bank, do a security check on my account, someone works on my account & there is no trace of that call??? what else is unrecorded that gets done in my BANK ACCOUNT. Furthermore for a cst service agent to hang up on a customer? I need answers