Horribe Customer Service

Hi Standard Bank. Yesterday I purchased a shout out bundle of 4GB for R99 on my standard bank app for my wife. A few minutes later,it wasn't reflecting on her phone but the R99 was taken from my account. So I called wife's network provider. They told me that the shout out bundle of 4GB didn't exist anymore as of the 5th of January 2019 and that it wasn't supposed to be deducted. I called standard bank same day yesterday,twice, and I didn't get assistance. I first spoke to gugu in the self service department,who said will log a service request for me. I even told her in that service request,she must include that the bank should remove that option on the app(4GB shout out bundle) as its no longer available. I was placed on hold for so long that my airtime got cut. Fine,I recharged and called back. Spoke to a gentleman in the same department( please review these calls) I told him what happened previously and politely asked him that if it the call gets cut off again,can he please log the service request for me anyway. He agreed. Then there was a long silence,I even said "hello" and he said he's still there,he is lodging the service request for me. I waited til the phone got cut off again. Still the request wasn't sent! I would know,normally when the request is sent,an sms comes through as confirmation. That didn't happen. Now this is totally against customer service principles. That I must make two calls and still not get my issue resolved. Even right now,its still unresolved. Can someone please call me regarding this. I am extremely unhappy about this.