Bad telephone helpline service

I made an error on a payment. I realised this immediately. When phoning Prestige Banking, I was told they couldn't help, even though the tapes only go through late at night. I was told to go to payee and request refund from them = being a municipality this would take ages!!!! My husband has had to go stand in a queue at a branch, because the Prestige banker has resigned, and no one else can assist.