collections department error on my account and failure to resolve my issue.

capitec has been sending me sms's that i owe them R11255.00 and they tried to deduct it from my account on the 23rd. i have been going to the branch since then and have been taken from pillar to post regarding this and at collections they keep saying its not their query to fix yet at the branches they say, the collections department need to fix it. i now cannot use my account and my account is flagged red which will affect my credit scoring. No one is giving a clear answer and it's been over two weeks now. i keep receiving SMS's that they will deduct this amount on my next salary date will leave me with nothing in my account. Can you rectify this cause i am beyond disappointed with your poor customer service let alone how you handle escalations. i cant even blame any branch as they have assisted in calling into collections always but they not fixing my issue.