Capitec Does not care About their customers

I have a Loan with Capitec for 3 years. I have been paying them faithfully for this period, until few months back when I started to have financial problems. I made an arrangement for them to debit R3000 and not the normal instalment of R 4500. To my surprise on the 26th of October Capitec debited R10443 from my account, Without any notification or what so ever. I called the collections department the lady I spoke to by the name of Ndileka Sifile she didn’t even care to listern to what I was saying, all she said was that the double debit was automated by the system. I tried to reverse the amount from my FNB bank I couldn’t because Capitec has blocked that function. Capitec does not care about the wellbeing of their clients. I have logged a complaint with the complaint department still no response. All I was asking is for them to reverse the 50% of the amount.