Capitec Bank making customers fools

On 23 December, I saw 2 debit orders has gone off my account. I was in the mall, so I immediately proceeded to the branch. When I got there, they were closed already so I called the call centre. The agent was unable to assist me telephonically and he confirmed the festival mall branch would be open on the 24th. I got to the festival mall branch at 9am on the 24th, only to be told by security they will not open. I went back to a branch on the 27th and explained to the consultant that I did not authorize any debit orders, but they were unable to assist me. The manager had the I don't really care attitude and basically told me that I did authorize the transactions because it wouldn't have gone off. They made me feel like an idiot because I know for a fact I did not approve it! If I did indeed approve, I need proof.

Now I contacted the company that debited my account, they are so bad in responding, I have to wait for a refund until after the 15th because they have no one who can assist. I am still waiting for the bank to reply to an email sent on the 27th.

How does a bank, where I have been a loyal customer for 10 years allow this to happen and then proceed to make me, the customer, feel like I am stupid?

I am going to close my account with them because I am deeply disappointed.