Poor customer service

Standard banking internet banking offers an option of purchasing prepaid electricity after an application for a purchase has been sent I received an online notice that it has been declined but the amount has been deducted from my account so I call the centre on the 11.06.2015 I get put on hold for 10 minutes as they cannot access my profile I then get transferred to another department wait another 15 minutes only to get cut off. I call back the next day 12.06.2105 and speak to a consultant named Laura who put me on hold for 25 minutes to speak to her senior as she also could not access my profile I then speak to her senior Simanga who then cannot assist me as he cannot access my profile he then says he had lodged a query and consultant would call me by the end of business on the 12.06.15 to rectify the problem but I have received no feedback whatsoever absolutely pathetic service.