Why am I wasting time?

I called your call centre to ask why I was charged two counter balance enquiries and I could not get any help, I was told it was done by Eastgate branch while I have never even been to that particular branch. Then the call was said to be transferred to them but it ended at OR Tambo, I am now told for me to withdraw from the branch (which I did) they first have to check how much I have. Why would I withdraw that which I don't have? I also have internet banking where I am able to check such for FREEEEE. Also, I see that the interest for my investment gets paid into my personal account instead of the actual investment account, can this be be rectified please?