Bad service

So I had a problem of a payment that was made by rain to me which was a refund into my credit card, which when I checked on the app it does not reflect, when i contacted rai they asured me that the payment was made and must check with Woolworths financial service, so I called in yesterday and the lady who helped said the payment is reflecting and would the statement as I have requested but instead she sent the wrong statement and the line was bad and she was impatient and rude because of the communication breakdown down which she didn't even realize. And secondly how does the payment reflect while it doesn't appear on the app like all other transactions do. I am disappointed in the lady that was helping because she wasn't very helpful at all .