Money missing

During October/November I was paid out twice in one month (+-R950). The first of the following month the second payout was deducted and only the balance was paid into my account. Went to draw my pension this morning and found I only had R180 in the account. I contacted your call centre twice, the first time I was told that the money was deducted, I told the lady it was deducted the following month after second payout was paid. She checked and told me it was not deducted and that they deducted it this month. I phoned Grindrod Bank to obtain a bank statement and was told by Christopher to phone the call centre again and that they will organize a bank statement. I then phoned the call centre a second time and was told they're offline and I must phone back in half an hour's time. I then asked for them to phone me back as I am a pensioner and we have to hold on for 15-20 minutes, wasting all my airtime which I can't afford. I was then informed with a very bad attitude that I must phone back myself. Why was I not told in the first place that they do bank statements? Your kind and urgent attention to this matter would be greatly appreciated.