Reverse debit order.. Agent bad behaviour

I called into the call centre requesting a debit order to be reversed, spoke to a consultant her name was Nonhlanhla, she advised me that I’m speaking to the wrong people I need to call the company that debited from account, I requested to speak to a manager and the agent gave me attitude telling me that “hope the person you want to speak too will give you a different story” after a while holding she came back to me telling me that she is sorry the person who previously logged the case, logged it incorrectly and she will fix it till now I have not received my money back into my account. I had faith n Tyme bank until today after experiencing such bad service from your consultants