Capitec not helpful

In the middle of January 2019 I paid into my Capitec Loan an advance amount as I'm currently not working , and on the 20th February 2019 i had asked my fiance to pay money into my credit card to keep it up to date as well but however she selected the incorrect beneficiary which ended up in the amount going to the loan instead. I then emailed Capitec Client care on the 25th February 2019 for a request to transfer the funds over to the credit card and was told by Bridget Bam, who gave me incident # ********** 1, that due to the confidential nature of my request i need to go into the branch which I did do the next day 26th February 2019, I was assisted by a guy named Mafika who helped me call he credit department as he said the transfer should be possible, however the guy from the credit department said he cant help us because of something about interest, Mafika even explained to him that i paid in advance already , this would be a second advance and we still didn't win, i didn't get the guys name however i have the incident # ********** 3.. Mafika put me through to complaints and the lady there could not help as well so Mafika advised that i email Client care again and no one has responded for the past 7 days , however I know I will be harassed for credit card payments when they need it. I am still waiting for assistance and enquiring with the ombudsman is my next step