Poor service

I phoned Standard bank private banking wanting to know about the transactions that went off my available balance. I spoke to two ladies, the first one i assume put the phone on mute after i told her that the disclaimers are frustrating it could have been better if they were not read by the machine. The phone went on silent and she couldn't even return my call. I phoned again spoke to another lady, tried to explain the reason why i am phoning and i want to know why were those monies not taken from reserved not available because when i swipe they take that money off my account for me not to access so why did they take it from my available balance. She kept asking about the transaction i did on saturday. I kept saying i am not disputing that but i want to know why would that money be taken from my available balance. She still did not understand, asking questions like i am a *****ster or i don't know what i am talking about. I ended up asking her to check if my banker is there because i already sent her an email and would like to speak to her about this. She put me on hold for a very long time which she did intentionally just to frustrate me more. I hung up and still haven't received a call from her or anyone.