Irate client

I’ve been transferred to the retention department and phone has been ringing and playing adds for over 30min with no luck of getting ahold of an agent. My querying is to be reimbursed my R90 that’s been debited from my account as I requested to be on pay as you transact so what is the fee for! I need to see a -R3 as I transact but I don’t see that agents claim that it’s on that option yet I’m being charged R90 that I did not request for my account was previously a cheque and I asked for a downgrade!