Bad service

I wanted to make a payment because I had issues the bank that capitec debits for my funeral cover is Bidvest and there’s money now and they say I need to have a capitec account which I no longer have and that’s the only other way or I must go to the branch and I can’t I had surgery. I requested to speak to a manager the consultanted I was speaking to Neo Phashane said there’s no managers available and the people that she reports to is Kholiwe a Jacobs and Neo Motsane. So I need to understand how is this right when I know have a capitec account and all these months you’ve been charging me from my Bidvest