Bad Service received

Hi would like to report bad service received at Capitec ********** My mother in law is no longer working and she approached the bank regarding the loan she won't be able to pay. Then they requested documents and forms that needs to be signed. After obtaining this from the consultant which was assisting her the consultant confirmed that she has frozen the installments for 3 months up until all the documents is sorted out. Last night an amount was deducted from her account and they refuse to reverse the debit order after the consultant had said that the installments is frozen for three months.

This is just bad service. Because she was at the bank this morning and they said the request of the installments being frozen was never done.