Complain about default charges and penalties fees and mislead

Complain about default charges and penalties for 2018 and 2019, I have been making payments into Capitec bank account and in August 2020, they refunded those payments but the default charges and penalties were not withdrawn. Instead they play games and mislead me by claiming that the account has been written off, and promised me a settlement offer, when I told them that I accept their offer, they change and send me statement of the account they claimed to be written off, and and make my life hell, the debt does not move is always stable, but debit order is going through monthly. please Hello Peter. Capitec is taking advantage of poor people.