Not able to assist me

Am not happy with Capitec, my mother has been banking with them for a very long time in the past two there is a debit order that went off my mother's account that shows clientele of which my mother does not have any policy with clientele. Yesterday she went to the branch to be assisted by reversing the debit order and block it however she was told that she should call clientele. my question how come they cannot protect their clients.

This is the useless bank ever.