Bad customer service

My wife has a Capitec Account and also a personal loan with Capitec. The loan is in arrears because of salary cuts during the lockdown. There were debit orders that was wrongfully deducted from her account and without her consent. She went inside the bank to reverse the debit orders and the teller told her sorry because of her Capitec loan that is in arrears he cannot help her. Oh-Boy! I don't know where I must begin to describe how wrong these actions were. Legally and morally for a bank to refuse point blank a customer of bank service because of a personal loan that is in arrears. But they still deduct bank fees on her account? I smell a civil lawsuit and will take this matter up with the Ombudsman according to the Consumer Protection Act.