Capitec ethics

Hi.i sent an email to capitec client care a week ago regarding ********** deduction taken out from account .i am very upset that the consultant from collection department refused to have sincerity for my reason .she insisted i pay my installment durong lockdown.i explained to her i am not working .whatever income i am recieving im my account is for my daily living .food etc.she insisted i pay 100 which i agreed.but the past friday capitec takes out 100 plus 588.50 .i then recieved sms sayin i am oweing this amount for insurance.really this is not on.capitec has on the internet a credit relief system but its all lies .sorry to say but i was ambushed into paying .yet i didn say when i go bacl to work i will continue to pay my installments. I recieve msgs from capitec today that i am oweing money on my loan and if i dont pay they will refer to credit bereau.really during a lockdown and counry pandemic capitec says this to clients.