Getting treated unfairly after my money disappears from their debit order system

I am utterly disappointed in the inhumane way Capitec call centre agents have treated me I noticed on the 28th that Capitec to R4667 plus R8301 from my Mercantile account to service payments for a credit card payment and a loan (at 27.5%) , however the money was not app**** to the loan or he card. I got referred to the collections department where they dropped the call and I had to call again (this happened on the 28th - debit order is supposed to go off the 1st) that my account is in arrears and I need to make payment. I told call centre person that the money already went off she dismissed my complaint and told me I had to wait 24 hours for the account to officially in arrears (imp****) I called back the morning, and was told that my account is in arrears and that she wanted to debit my savings account for the arrears amounts. I told her that she does not have my permission to take the money (AGAIN) and that they had toi trace what happened to my money. I was treated like a **** and a debt defaulter. I was told to "go into the branch and take your Mercantile Bank statement" I went to the branch and was treated very politely (for a change) by the staff at the branch, She went out of her way to assist, scanned in my printed statement and made several calls; however she told me I had to wait five days, to which I agreed. She has really been a star and not part of this nonchalant extremely arrogant behaviour of the call centre agents at the collections centre (WHERE I DO NOT BELONG MONEY WAS TAKEN). No apologies were offered I just have to suck it up and wait. This is not the first time it happened. I am expecting an apology from Capitec and that they ADMIT they have a faulty IT system and that they reimburse me for interest lost, reimburse me for the time I wasted on both occasions this happened apologise for and fix the faulty reporting to the credit bureau. Failing upon reply I WILL lodge a complain with the ombudsman because I am now GATVOL of their attitude ignoring their mistakes and treating me like a non-paying customer.