Annoyed

I honestly don't understand how Capitec allows a mandate that approved in 20 October 2021 to debit in November 2023. This is the 3rd time this is happening. When I go to the branch I'm told to contact the company for a refund that I never even get. This is such an inconvenience and you refuse to reverse the debit order knowing very well your system can do it. I'm not going to contact the company that debited, this always happens randomly and unexpectedly. I want my money back