Asking people to go to a branch during COVID

Capitec does not deserve 1 star. There is too much inconsistency. I phoned on the 4th August 2021 to dispute a debit order which could not be done on my app. The reversal was done. Now I phoned at 15h09 and spoke to a lady that dropped the phone in my ear. Is that good customer service. Then I phoned again and spoke to a Edson who said the rule was from April 2020. This Edson simply said there is no such transaction. But I was charged R45. These 2 people that I spoke are very ***********. SO CAPITEC at a time of a pandemic requires people to go expose themselves in long ques and stand a chance of catching COVID. And the agents do not even want to put you through to a supervisor. THAT IS VERY UNREASONABLE AND VERY BACKWARD. I AM SORRY BUT IT DOES NOT MAKE SENSE AT ALL.