Unhappy client

Good morning, I would like to express my deep disappointment and dissatisfaction with the way in which Capfin has dealt with my husband and I. We took out a loan with them last year around October and the monthly installment was 860 per month. When the February debit order went off, we noticed that two amounts went off. One for 860 and one for 1300. My husband could not reverse the one for 1300 but he could only reverse the one for 860. We both notified Capfin of this via telephonic conversation and email but still this matter has not been resolved neither has it received any attention. My husband provided my cell number the time he was doing the application for the loan. So yesterday morning at 8:08 I received a call from one of their female consultants who did not provide me with her name. She asked to speak to my husband to which I responded that he is at work and asked if she can please phone later in the day. She asked me if I can give him a message to phone Capfin. I asked her if this is in connection with the reversal and the incorrect amount which they took off as an installment, to which she reckoned that she unfortunately cannot disclose to me the reason that she must speak to my husband. I asked her how can she look for my husband by calling my number and then tell me she can't disclose the reason for her call even though I am his wife. While speaking to her she ended the call. I felt completely disrespected and immediately phoned my husband at work to inform him about this interaction. He was very unhappy and phoned Capfin to express his dissatisfaction in the way that I was spoken to. I emailed Capfin to complain about this and asked them to kindly sort out the issue regarding the incorrect amount which went off as a debit order. My husband has emailed them as well but there has been no response whatsoever. We are feeling like we are being disregarded as clients and our issues are not receiving their urgent attention. No assistance has been received in order for this matter to be resolved. What authority does Capfin have to help themselves to any amount that they feel like? Why were two amounts taken off and not just the 860 as per the agreement?