Bad service and bad attitude

On the 26-05-2015 I paid a sum of money to a property company, after not receiving satisfactory feedback from the agent I logged an EAP recall with Std Bank. On the 27-05-2015 after receiving proper feedback from the agent the previous day after 4PM I called Std Bank to cancel the EAP recall, the consultant helping me guaranteed me it was cancelled and that no funds will be deducted from my account and the process wont escalate any further, she assured me the reference number is the same as the one I logged the EAP with. On the 9-06-2015 Standard Bank deducted R290 from my account in relation to the EAP recall, I called and enquired and the consultant assisting me had to consult with her team lead as she did not see any record of my cancelation call on the 27-05-2015. After long waits in between her consulting her team lead and interacting with me I was informed there was no proof of my EAP cancelation call in the system, they went as far as requesting the number I called them with in order for them to trace the call and I was told they will get back to me only after the team lead is done listening to calls made by me on the 26&27 May 2015, I was not given a time frame. I am angry!