Dissatisfied Capitec Client

I made a payment arrangement with one of the consultants stating that the my credit card debit order should not go off on the 25th of December, but rather on the 25th of Jan 2026. The consultant agreed when she called me this past Saturday that the arrangement is in order. However, Capitec still took the money from my account despite the agreement that was made. When I called them this morning to kindly transfer the ammmount back into my account, I was told that unfortunately they will not be able to do so. The call was recorded. I know the consultant's name, but out of respect, I will not mention it on this platform. May you kindly assist me.