Capitec’s Mandate Authorisation is a Illusion

I am extremely disappointed with the lack of security and customer support at Capitec. Today, I received a debit order mandate and clicked 'Decline' as I did not authorise it. To my shock, the mandate was approved anyway. When I called customer service, I was told it couldn't be investigated over the phone and that I must visit a branch. Why offer an authorisation feature if the bank ignores the customer's choice? There is zero protection here, and the lack of immediate assistance for what is clearly a system failure is pathetic.