Capitec staff failing to do their job.

Greetings, I took a loan with Capitec bank in July 2024, I chose a repayment period of 7months. Unfortunately I got retrenched in November 2024. I then realized that I have credit insurance with them, so I went to the branch they gave me forms to be filled by Employer and Head Office was already closed for festive. I went there again in January 2025 with every document they needed and my claim was submitted. February 2025 they send me an email that my claim was rejected and I needed to make payment arrangements. In March I smsed my ID no they called and I told the agent that I wanna make payment arrangement as I'm now unemployed and can no longer be able to pay the amount I was paying. The lady I spoke to couldn't make an arrangement because there's an insurance status appearing on my profile, but I her that the insurance rejected my claim. She then told me she'll send an email to have the status removed and they'll get back to me within 48hrs. I waited for the call until I made means again, and to my surprise the 2nd agent I spoke to said the same thing about the sending an email to have the status removed. On the 25th of March I got my uif payment, and they debited the R1,842. I again called and it was still the same status issue and they transferred me to collections department and they said they can't reverse it because I didn't make payment arrangements. I tried again, and again without any help.

On the 24th of April 2025, I received a call from Capitec the guy I spoke to told me that we can now make arrangements. I asked him that can we make it for the month of May and he said because it's April we can't skip it, so we will make it the 26 of April and if I don't have money on that day it's fine, I can just use my App to pay the amount. Finally I was happy or so I thought. Come 28th of April I received my uif payment and Capitec debited twice meaning R1,842 X 2. I then decided to go to the branch as I was now confused and disappointed. When I get there the consultant called, and to my surprise I didn't make any payment arrangement. Like how? I showed the consultant the call I received and it was from Capitec. They only reversed one Debit order and they advised again to make payment arrangement. On the 29th of April I smsed again, they called and I was told the same story I've been hearing since February 2025, I can't make arrangements because of insurance status on my profile. At this point I'm fed up with Capitec, they fail to make me an arrangement but every cent that gets in my account they take it. How can you take that amount of money from a person you know is unemployed. Someone at Capitec is Cleary not doing they're job, can you please help me because at this point I feel like I will never ever trust capitec to handle my finances or to even get credit from them because they are inconsiderate and selfish. Please help. Thank you