Capitec bank funeral cover debit order for cover I never took

On the 2nd of October I got debited by Capitec for an amount of R334 for a Capitec funeral cover. I do not have a Capitec funeral cover and I immediately went on the app to dispute the debit order. The app gave the notification that the debit order cannot be disputed. I then went to the Capitec branch in Fourways asking what funeral cover do I have with them that they debited me for it and asked that my cash be refunded as I really needed it for transport that day.

I was told that the debit order must be escalated and it will be resolved within 3-7 days. I have not heard anything from Capitec. I called just now and the lady on the line told me that on the system it says "completed" and it's escalated to some other person.

What nonsense is this? So Capitec wrongly debits me for a Funeral cover that belongs to THEM but can't refund my cash? The same Capitec that reverses other service provider's debit orders but cannot reverse one that was done from inside their bank! I am disgusted by this pure disregard for other people's needs and incompetence. I was stranded on Saturday without transport because of your nonsense. Fix it.

If there's no intention to refund my cash SHOW ME THE FUNERAL COVER YOU WERE DEBITING ME FOR!