DEBIT ORDER NOT SUSPENDED AS PER THEIR WEBSITE

I am deeply disappointed in the service by a bank i have been with for many years. your website clearly states that i can request a debicheck approved debit order be suspended if done so before the 1st debit was deducted; HOWEVER despite going to 2 branches to request this after i decided to cancel the agreement with the debt mediation company after only 2 weeks you BLUNTLY REFUSED. I was told sorry we cant stop it, get the creditor to cancel, which i had proof that i have in fact forwarded an email for cancellation with no response. I emailed, i called and still nothing was done. The debt mediation company was silent. In May lo and behold the money was deducted from my account and CAPITEC still refuses to reverse the debit order. Even now i finally got confirmation they cancelled but still no response on my refund. I have emailed capitec and the standar response sorry we cant help you. If you had done your job as you advertised and suspended the debit order they would not have been able to deduct the money while i was struggling to cancel the debit order. I DEMAND a proper response and a reversal. I will be lodging a formal complaint with the banking ombudsman.