Call Centre Waste of Time (As Usual)

I am trying to trace where money went from a debit order. Your customer service department, as usual can do nothing except refer me to someone else. The problem is they want to refer me to the same useless division that I have been fighting with for at least a year. How is that helpful? Get someone who knows how to trace where debit orders went that will actually do so. I already took Standard Bank to the Ombud once about a different matter. Just get someone who will do their job.