Failing to dispute debit order on Capitec Bank app

I have an unauthorized debit order that keeps deducting money from my account. I have stopped the debit order several times this year so I’m very shocked that today it decides to ring again! I have tried to stop and dispute the debit order on my app but the buttons won’t load. They are in grey which disables me from performing the action. This is very frustrating as I do not understand how I can stop a debit order and then months later it reappears! My money is supposed to be safe with the bank, how can an unauthorized debit order keep on deducting money on my account? This is really annoying and is forcing me to close my account with the bank as this isn’t the first time this is happening.