Capitec bank takes ppls money

Capitec has deducted R257 of my account my account was never on a minus of R257how is that possible they internally transferred the funds from my one acc to my savings acc n then took all my money out pathetic capitec bank i called the call centre waited over 15min for them to answer they hung my call up i need to purchase electricity and food its been days they had issues and top that they take away our monies when we now don't even have monies to make a call again or go to the branch pathetic service i will now change banks because they look like ******* ***** peoples money of their account with no valid explanation of why the money was taken out