Bad Attitude, Lies and Arrogant!!!!

I spoke to call centre agent Mary yesterday about my enquiry about money that I sent to a relative on the 18th of October and she said the money was withdrawn and I disputed and she then said she will escalate the matter. The first agent I spoke to said the matter had been closed and that I should report the matter to the police since I was not satisfied I later called them again and spoke to Dumisa Ntanyana who told me the exact same thing that Mary had told me yesterday. I then did my own investigations and called ABSA with the ATM number and they confirmed that no money was withdrawn from that ATM for the money I transferred. I then called them to send proof from ABSA as they had said that ABSA IT department sent them a document saying that the money was withdrawn. I waited for the whole day to receive that email. I then had to call them back and spoke to Mary again and she said that she could no longer send me the proof as they needed a document from the police saying that they can give it to me, so I am no longer sure which story to believe. Now she says when she spoke to me yesterday and told me what to which is not true and when I tried to correct her she became arrogant!!! and told me that she was closing the case which means I will no longer be receiving my money so as management please give me contact details of a person I need to contact with as your call centre agents are useless. Too many stories-is there no policy or regulation that they abide by???? If not I will have no choice but to ask my legal adviser to assist me maybe then I will get the results I need