Debit Order taken but does not reflect on loan repayment

Where is my money Capitec????????????????

The worst service and has my money been ******???????????

On 29 November 2021 – Capitec did a debit order on my Nedbank account to pay for my Access Facility loan repayment (this is the arrangement I have for the loan repayment). The value of R3 289.68 was taken out of my Nedbank Account (statement attached) and it was supposedly paid to my Access Facility loan account. However when I check my Access Facility Loan account and today received a statement the money does not reflect as paid. If a bank takes a debit order, it must pay immediately to the account it is being done for???????????????? But the money has left my Nedbank Account, where has my money gone to? On 30 November 2021, Capitec did a debit order to pay for my credit card to the value of R558.24 and that money went IMMEDIATELY into my credit card balance, so what is the difference with my Access Facility payment. Capitec did a debit order for it to go into my Access Facility loan account, money taken out of my Nedbank account and yet it never went into my Access Facility?

I immediately made contact with the contact centre on 30 November, they did not understand what I am saying and said that I must send my Nedbank statement to *** , which I did. Still no response, I put my life in danger (as I have all comorbidities to COVID) and went into the Centurion Mall branch, first Claudia was of no assistance, I sat there insisting she check and she then asked for my Nedbank statement and called someone in loans. (Reference Number: ***). Still no updates done, I then escalated it to a Mr Ndlovu and still the money is not reflecting as a payment made. I continue to get SMS’s stating that my insurance will not be paid on the load, as I did not make payment and my App states that I have not paid my loan this month, when I have? Also why is it my responsibility to prove that I paid the money for my loan repayment – when it was a Debit Order from Capitec? Money was taken out of my Nedbank account and where is my money gone to?