Bad Attitude and Billing

I sent an email on 7 October 2015 to request a transfer of money which was wrongly paid on the another account. I spoke to Michelle Abrahams who promised to rectify the matter and come back to me. I received a response on the email from Renuka Sukhai 12 October 2015 to tell me the request has been effected on the system. However,I spoke to two consultants today, one dropped the call on my ear and the one who answered but refused to give me the name of the consultant who dropped off my call was unhelpful either. She said her name is Sisanda and gave me Ref 10151B192 and told me her surname is irrelevant in this matter when I asked for her full name and refused to give to me. The matter has not been effected and as a result I have been penalised by charged an interest of R151 for a matter that could have been resolved in time.