complain for debit order deduction and app

I would like to express my disappointment as i've been banking with capitec for a while now and i think the app is getting poor ,i changed my phone and i cant re download and excess cause i still have my password or go to the branch and there is no branch in sandton ,and since i cant access my app there was debit today that went off and i contact the call center and i did not get any joy from the numbers i'm given i need the money deducted on my account reversed asap as capitec does not have a mandate for the debit and its a new debit order on my account ,how can it be allowed to be deducted ,i trusted the bank and the service now is not ok from the app ,going to debit order deductions and now i must be inconvenienced its not fair,the numbers are ********** 150 kianga trading and ********** 199 NMKJ trading (as for this company is an insurance company i need to report on OMBUDSMAN FOR INSURANCE)