Bad communication

I had the most horrible experience with SAA. It started when I had to check in my bag and I was told that it has passed the required kgs and I had to pay extra R500 which I did,but after I paid that amount I was told again to take out some of the things in my bag. The communication was very bad and that lady didn’t even bother to apologize. She was telling about language barriers but I never asked her to attempt speaking my language instead of English.