Rudeness poor service

I spoke to a lady on the 30th of April I forgot her name where I logged a query that I was double debited for a card which I ended up not getting then she told me I would get the refund in 7 working days from that.Today I make a call to Tymebank is speak to Mbali whom I explain what had happened and she understood and apologized at the beginning of the call for the double debit and not getting the new card at the pnp I went to at Fourways Mall. She then asks me to hold the line after everything we spoke about and comes back and says I would get the refund on the 21st.I then ask her why the 21st and not today as I don't have a card with me that the initial debit was intended for my concern here with the call center agents there is their rudeness and bad behavior towards customers how on earth do you ask a customer/client are we not going to refund you I mean we not friends or something just explain your reasons politely to make me understand why the first lady did not do it then I would understand and not give me an attitude question with what is rightfully mine no matter how much the amount is but the service should be considered that you dealing with a customer or whatever I'm to her I had to hang up as she was not getting my point she even goes as far as asking me did I not apologize at the beginning of the call come on now remember I have an expectation as well I would have minded to wait but the questions she asked me wow this is one of the worst experiences I've ever come across.Tymebank should teach their agents to have some respect