Capitec refused refund when they have been informed of client is under Debt Review

Good day, I was very happy with Capitec bank up to now. Due to Covid and both my son's lost their work and I'm the only bread winner to take care of them and their family. We lost homes and cars, and with all this I had to take out a loan to survive. At the end I had to put myself under debt review, while having a loan with the bank. They have been notified on 22 March 2022 with form 17.1 that I am a client of them and was requested in the letter to stop all debit orders. My salary was paid in on 25th March and all debit orders still went through. I have been informed that I can stop them at the branches, which I did. But the loans department wants the 17.2 form which I and the Capitec personnel sending it to them on 6th April. Yesterday I send a mail, querying the status of the refund, been informed by mail customer care will contact me. Today I had to contact the bank myself, nobody contacted me back. They informed me that the mails with the attached letters fron Debt Busters been send by the bank and myself is not in order. They want the original mail from them. Debt Busters also send it directly to them. According to the bank they not going to pay back, because the 17.2 form was received after the date the debit order went off. I feel this is unfair, they have been informed on the 22nd. With the current situation, they will press the last blood out of a person who is in a crisis. This is not that the bank is not going to get their money back. I feel that the bank was informed in writing with form 17.1.