Double deduction without my consent

Can you kindly assist. I had an outstanding amount of R5000 in my loan account. I received a call from one of the consultants and I clearly indicated that I can not afford to make 2 payments my outstanding amount and my instalment. On the 13th a sum total of about R10000 was deducted from my account.

I have called Capitec and was told that the line manager tsakane has listened to the recording an I agreed that the amount must be deducted. I never said that. Ms. Tsakane td me that she would call me back as she has to retrieve the recording so that we listen to it together, but unfortunately I have missed the call. But I have returned the call but seemingly she is very busy today. Can someone from complaints Dept listen to the recording and inform me.

Please assist..