Capitac bank employee ****med my account

After my first review. Yesterday the lady told me Via Capitac WhatsApp that I should give them the permission to continue with my claim but if they fail to reverse back my my money from the ****mer I will have to pay or they will deduct money from my account. They closed my claim without telling me and the payment was still pending but now is more than a month then they want to start with claims, so what if the ****mer already closed the account? So is still benefit capitac as they will charge me. Still they can't tell why my claim was closed and why my email was ignored until now? Is clearly showing that capitac employees are the one who are ****ming their customers and their complaints department cover it up. How many people are being ****med like me everyday?