WORST CUSTOMER SERVICE

On the 16th of December I made error while making an EFT payment as a results ths money was sent to a wrong account, on the 19 of Dec I call the customer care number I spoke to a consultant by the name of Mbali Toni who is based in Newtown....I explained to her she then send me a recall form which I completed and send back to her which I was later advised that I should have send to a different email...My question is because I sent the form back to her minutes after our telephonic conversation why couldnt she advise on the right email to sent the form to or better yet forward it to the right department?? She said the process will take 3 to 5 working days yet no feedback has been sent to me, No confirmation of receipt of the 1st email when I sent the form to her, I sent a follow up email to find out if theres anyfeed but got no response ...This Morning I called and spoke to someone else who tried to get hold of Mbali to no luck again instead he sent me another form to start the process ALL OVER again...I am currently on holiday I do not have my laptop with me, The form itself requires adobe reader for windows or mac ...This has to be one of the worst customer service experienced