Capitec Bank deducting debts from when you try buy electricity

Warning !!!!!!! be careful when using your on line App to buy electricity! Yes exactly For mnths now actually Print-out er a year I buy electricity on my banking app but !!!!! Sometimes I get a message on screen to say the amount has been for outstanding debt ?????? No token just that message again and again untill what ever that was for is gone and I can actually put electricity on my meter.

I have called the on line banking call Centre with no help I have gone to see a consultant at Fourways crossing branch her response to me was I thought I was making it all up as it’s impossible I have now tried again and the same has happened but this time I took screen shots to actually have proof

This action I’m sure is not legal !!!!!

I appreciate any advice on this matter Thanking you Tammy Hepburn Maccoll