Failed by A highly recommended Bank

I went to Capitec bank mid October as i needed financial assistance,One of the consultants Clint Van den Broek advised that i do not meet the criteria to get a Loan and so I was advised to cancel the Funeral cover as I am paying a bit much and he suggested that he would open a new one which I will pay much less premiums on...I told him to leave the funeral cover as it is because I knew that I would have to be in a waiting period of six months for the Funeral cover.I left the bank and to my surprise when I got to work I got a text showing a premium reversed back to my bank account and went straight back to the Bank and I wanted to find out what just happened.Clint van den Broek told me it was done in error and I asked how is that possible and he could not explain.I then asked for them to reverse the amount back into my account and they said they need authorisation from the manager who was visiting other branches on that day. I went back and forth with the bank and even spoke to the Manager Nicole Windvogel but my query was never resolved until now as my funeral cover lapsed. I am taking them to ombudsman as they did not deliver on the promises they made.