Nompumello Mazibu

i am writing so express my disappointment and POOR service i received consultant from a Tyme bank 'consultant 'Nompumello Mazibu '' , yesterday i encountered an issue whereby i used a capitec ATM that did not dispense the money yet my account was deducted . i called Tyme bank for assistance and failed the verification due to being frantic and shaken , the consultant refused to do any further verification checks and advised there was nothing she could do to help me, she went on to further advise that i can ONLY be assisted 24 hours later ......which is not correct as i called in again and a consultant by the name of ''Thulsasizwe'' assisted with me with NO verification questions - my question is how did Thulsasizwe assist me with no checks and yet Nompumello refused to assist me ? what is Nompumello being paid to do ? make a customer more frantic?

please can this looked into as this can be quite frustrating when a person can be in a state of shock, no customer should go through the same experience