Bad Customer Care after funds went missing

In trying to resolve the matter of missing funds in my access facility account, Capitec got a lady by the name of Thobeka to allegedly investigate... she called me and told me she'll resolve the matter on 7/7/23 and sent an email to that effect but days went by with me following up and her promising to call me. She finally called and told me that the amount taken from my credit facility account is interest, insurance and disabily. She didn't want to entertain my question of how does these fees get to be deducted twice in one month from different accounts. She then told me I was rude and put the phone on mute while I was asking questions... when I heard it was dead quiet on her side I said hello, she unmuted me and said I'm here.... the audacity of that lady... she then started gaslighting me instead of answering my question telling me that I dont want to listen to her. She then said that "they" told her the funds were interest and disability and she's telling me what she's told. I thought this was a person that was going to investigate not a third person to be told something she can't back up. I then told her I'll hang up, she can call me as soon as she's investigated and is willing to speak to me. I'm extremely dissapointed with Capitec and the calibre of employees with zero customer care skills. I'm worried that next my salary will vanish and they try to spin a story while I'm left penniless.