Bad service

I am really not happy with this bank. First of all when I buy online they always call me to confirm if it’s me who is making the transaction. Then Farfetch took R13200 from my account no one called..... I called the bank to stop my card and issue a new card. Now Farfetch has refunded my money on Tuesday 02/02/2021 I have been calling the bank I was told that it will take 3 working days , yesterday I called the bank again they put me on hold for about 20 minutes then they hang up. Today I called the bank again now I am being told a different story that I have to call foreign exchange and it will take 5 working days to reflect who is a fool here?? So now just because we are banking with you guys you treat us like trash?? Putting us on hold for 20 minutes then hang up are you buying us this airtime?? Stop treating clients like this how can the bank give me 2 different stories when I have a proof of payment that clearly shows the amount was refunded to me. This bank is just useless