Capitec is not reliable

I had money in my Capitec amount which was misteriously frozen because "someone asked them to reverse the money. I went to the branch and was told the person who sent me that money is the one who asked them to do so. I called the person and put her on loud speaker so that the agent could hear. The person said she did not do that. I was later refunded but they told me R30 was taken for charges. Whose fault was that? Why must I pay for their mistakes? Last year I had a problem with someone conned me 20k and I called them to ask if they could freeze the ******'s account but they couldn't. Now they do that with my account, I am very disappointed with Capitec right now.