Highly Bureaucratic dispute process

The account works well. Except when you deal with pick n pay. I tried to use my points for a transactions recently and the pick n pay cashier used tried to deduct actual money when I told her not too. I was then charge a penalty fee for the account going into overdraft. The service from the email compaints department is also terrible. When you lay a complaint they list it as a "phising attempt" by you their customer. I emailed TymeBank and they keep saying I must use my airtime and phone their call centre and waste my airtime being put on hold and transferred between agents. Why does your bank which is supposed to be a fully electronic bank have a dispute button like other bank from inside the app. It will cost us more as your clients in airtime to dispute the transaction then the refund is worth. They also refuse to call clients relating to disputes and insist we should phone them. This is the 2nd time something like this has happened. When it does they will send you to Pick and Pay to sort out and TymeBank will send you back to Pick and Pay. Please train your staff as to how these accounts work so that they don't result in mishaps.