Debit Hold

Today I had a very bad customer experience with this institution and I regret opening an account with them. Their customer service Agents are useless. My account is put on hold because they say I owed bank charges of R94 which they recovered when money was deposited in my account however the hold is still not lifted. One of their Agents told me that I need to make an EFT payment of the R94 which they have already recovered, since when do financial institutions require customers to make EFT payments to cover bank charges ??? Now I can't access my funds and I'm told to wait for 72 hours. Appalling service I have ever experienced !!!