CAPITEC REFUSING PAPER TRAIL OF THEIR ERRORS IN MY ACCOUNT

All I need from you guys is some solid assistance and communication. Does your bank have a policy against taking responsibility and actually owning up on written paper that they are wrong and committed an error? I need an email urgently explaining why i have waited almost 2 months for a solid ecplanation regarding why my car insurance debit order was declined when there were funds in my account and why i was charged and how did all of that happen without any notification to me. Your wonderpark branch has been promising me a response on this matter for weeks. The lady who took on my case said it was clearly the banks fault as you charged me for a failed debit order but funds where in the bank. Meanwhile my car insurance went unpaid for a month without my knowledge. Please email me urgently on *** with all of my questions answered.