Debit order dispute

I have never experienced such an inconvenience like I did today at Capitec bank collections services

I have a loan account with them which is in.arrears ,and I've made an arrangement with .them the for monthly payments.

I have been paying each month the agreed amount in the same date, surprisingly things changed they deducted twice for this month.

Called their collections Department to enquire ,the lady told me the money will be reversed I should wait 24hrs. 2 days later money is not in ,I called in again spoke with 2 different agents ,giving me different explanations that my dispute is pending ,I should call after 2 hrs

Called back again and I spoke to a rude Lady Mahlatsi Maramela, she then said my account is ina arrears and they can deduct anytime they want.

Had to explain to her the whole story ,that I have an agreement, she told me there's nothing she can do. I had to hold for more 30 minutes to speak to the manger, after that she told me the manager is not available and she has to drop the call, and I should call back tomorrow.

@capitec Bank - Please explain what is an monthly arrangement for, and Why my account was deducted twice and you can't refund me.

I have email, WhatsApp,SMS for the agreed amount. I will not let this slide