Bad service

The service that I am receiving at this bank is very bad. 2 days ago I did insta voucher to someones no when I tried to canacel I was told I by a consultant that I won't be able to do that because the person has standard Bank wallet I don't understand why the is no option to cancel voucher called in I was told the voucher would be refund to my name / number this morning I learn that they did the refund and they send the money to the sme person bank account tried to call and asked them to solve this matter I was send up and down ask me to hold the line more Tha 60 mins still they did not help me